Description

We started illumis with a clear problem in mind: government records are far too difficult to access. This impedes transparency, and makes it harder for people who need access to this information to do their jobs.

We build tools for transparency that help our users access public information, put it into context, and make use of it. We bat well above our weight - we're a small but rapidly-growing company with customers that include some of the largest financial institutions, media companies, political campaigns, and nonprofit organizations in the world. Our customers use our products to solve a wide range of problems – from avoiding conflicts of interest and ensuring compliance regulatory requirements, to deep-dive investigations into firms, and vetting for potential reputational risks.

Our team is a mix of engineers, open data geeks, and political researchers who are curious, hardworking, and care. Members of our team are given - and expected to take - a high degree of ownership when it comes to the work we do. We care about what we do and the people we do it with. We’re guided by a deep empathy for our customers and their needs, and we think carefully about how our users - and our world - may be affected by the decisions we make. We’re constantly aiming to drive improvements for our users, and build useful things that make our world better.

As illumis expands our enterprise customer base, we’re looking for a high-performing customer success lead to join our growing team. You’ll help our customers use our solutions to their full potential - and drive retention and revenue growth within existing accounts.

You’ll work with C-level executives and their teams at some of the largest financial institutions in the world to help them manage risk and implement best practices. Our customers are excited about our product and our renewal rates are near-perfect. But there are substantial opportunities to strategically expand, and as our primary point of contact with this customer base, you’ll take the lead there as we build out our product offerings.

You’ll primarily be working with our customers in financial services and government contracting who are leveraging our political contribution monitoring solutions to manage regulatory risks, so it would be great if you had background or knowledge around political campaign finance - but if not, you should have an interest in learning about it and becoming well-versed on the subject.

Skills and responsibilities

In this role, you will
  • Lead the whole lifecycle of customer engagement, starting with onboarding, and ensure customers effectively adopt our solutions
  • Design and execute a comprehensive engagement and communications strategy with our customers to help maintain high customer satisfaction and better inform their use of our solutions (and ideally, their work more broadly!)
  • Work with customers as a trusted partner to ensure that they are not only optimizing their use of our platform and getting the greatest possible value from it, but also solving their broader challenges
  • Provide guidance to the Product Development Team based on customer requests and usage patterns
  • Lead renewals and drive revenue growth through customer account expansion and growth
  • Keep clear documentation to ensure we have reliable data, including details of customer communications, areas of customer concern, and product expectations

The Skill Set
  • Our team is open to a variety of levels of experience for this role (eg mid to senior), but ideally 3+ years of experience in Management Consulting, Political Fundraising, Customer Success, Account Management, Business Development, or another client-facing role.
  • Empathetic to customer and end-user needs, with the ability to understand and clearly convey their objectives. You’re equally comfortable coaching and selling. 
  • Comfortable operating with ambiguity, but great at developing structure and processes as the situation requires.
  • Exceptional written, verbal and presentation skills, and strong attention to detail.
  • Great execution - you follow through and do what you say, and you have a bias towards action


We are proud to be an equal opportunity workplace. We value diverse opinions, backgrounds and experiences, and are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

Details

  • Location:
    New York
    ,
    NY
    Most of us normally share a (great!) office in Chinatown in Manhattan. Our team has been fully-distributed since early March. At this point, we do not expect to re-open the office until late in the year. Right now, you can be based anywhere in the United States. Potentially starting as soon as January of 2021, this position will be based out of our New York City office.
  • This job is remote friendly.
  • Deadline: n/a

Qualifications

Minimum qualifications