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Customer Success Manager

Los Angeles, CA

Act as the lead liaison between customer brands and the Lumi ecosystem.

About Lumi

Lumi helps ecommerce brands produce memorable and sustainable packaging through our online platform and worldwide network of factories. Tens of millions of packages are being shipped every year with Lumi products.

We’re a small team of design and logistics nerds working together to change the way companies navigate the complex packaging supply chain. Learn more →

About the role

At Lumi, we pride ourselves on servicing the most innovative ecommerce brands. The Customer Success Manager will be the lead liaison between these brands and the Lumi ecosystem. You will demonstrate the value of our service and products while acting as the voice of the customer.

As a Customer Success Manager, you will communicate directly with customers, tracking and documenting their needs and satisfaction levels, and developing processes that will improve their overall experience. You will be the product expert for customers, advocating their needs and issues interdepartmentally while identifying/developing new ways for us to help them.

You will service current and prospective customers, working hand in hand with our sales operations team and account executives, facilitating streamlined customer onboarding for new business, and coordinating Lumi staff and resources to ensure a level of satisfaction that meets and exceeds the customer expectations. You will proactively communicate with our customers about production-stage updates and oversee fulfillment of large orders.


  • Responding quickly to customer inquiries and supply chain order requests
  • Building and maintaining relationships with assigned clients
  • Tracking and documenting feedback to identify process pain points, and working with the team leads to develop stronger processes
  • Ensuring that customers have the information and tools they need to checkout seamlessly
  • Analyzing performance and developing strategies to drive social engagement
  • Data entry and reporting KPIs related to service quality and customer retention
  • Managing online chat system
  • Providing proactive communications and order statuses


  • 3-5+ years experience in client-facing support role
  • Project management experience required
  • Understanding of product development processes
  • Outstanding spelling and grammar
  • Familiarity with CRM software
  • Proven track record of successfully managing a broad range of customers
  • Exceptional telephone and email etiquette, and ability to maintain a professional demeanor in challenging situations
  • Thrives in a dynamic, fast-paced startup environment, while managing a high volume of emails and calls
  • Excellent problem solving
  • Willingness to go the extra mile to give someone a great experience
  • Understanding of the design and manufacturing techniques is preferred
  • Account management and/or sales experience is preferred
  • Proficiency in Salesforce is a plus


  • Stock options
  • Competitive salary
  • Paid time off
  • Healthcare plan
  • SIMPLE IRA retirement plan
  • Laptop or desktop computer
  • Company events and happy hours

What we look for

Our team is made up of people from diverse backgrounds, often working remotely across the world. We believe cross-pollination is one of the best ways to foster community and new ideas. For that reason we encourage people from all backgrounds to apply to any of our positions.

Creating a great environment for everyone on the team is something we care deeply about. There are a few qualities we look for in anyone joining Lumi. Here are some of the questions we'll be asking ourselves when reviewing your application:

  • CuriosityYour role will evolve as time goes on. Do you have an eagerness to learn new skills, adapt to new situations and get out of your comfort zone?
  • Communication: Whether it is in written or spoken form, are you able to communicate clearly and concisely with others?
  • EmpathyDo you collaborate well with others? How do you deal with disagreements? Do you relate to the challenges we seek to solve for our customers?
  • Work ethicDo you have a can-do attitude? In the ever-moving world of logistics, will you do your best to not keep others waiting? Can we rely on you to bring rigor and enthusiasm necessary to your work?
  • Good tasteAre you attentive to details? Do you care about creating an elegant, pleasant experience for customers and those around you?

Note that due to the volume of applications we are not able to reply to everyone. Rest assured, we do read every application. Thanks for considering us!

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