• Job Description

  Req#: pWZ9SBndjcJ5
  The Director of Customer Success is a strategic, people-focused leader responsible for developing and coaching a high-performing team of Account Managers while driving client retention, growth, and long-term success. This role combines leadership, customer success, consultative sales, and data-driven decision-making to deliver measurable business outcomes. The Director serves as a trusted advisor to clients, collaborates across departments, and helps shape business strategy through client insights, operational excellence, and a culture of continuous improvement.
  
  Major Responsibilities:
  
  Team Leadership & Coaching
  
  • Lead, coach, and mentor a team of Account Managers to deliver exceptional client service and results.
  • Ideally with Leadership experience
  • Foster a high-performance, feedback-driven culture focused on professional growth and accountability.
  • Establish performance expectations, conduct regular one-on-ones, and support career development through structured coaching plans.
  • Promote continuous learning through training, shadowing, and knowledge-sharing initiatives.
  • Encourage innovation, ownership, and leadership at all levels of the team.
  
  Client Growth & Sales Strategy
  
  • Drive client renewals, upsell opportunities, and cross-sell initiatives through consultative engagement.
  • Partner with Sales to identify expansion opportunities and develop client growth strategies.
  • Coach Account Managers to proactively uncover client challenges and position solutions that deliver value.
  • Strengthen the team's sales capabilities, including value articulation, opportunity qualification, and objection handling.
  
  Customer Success & Retention
  
  • Define and monitor key performance indicators (KPIs), including retention, NPS, product adoption, and service utilization.
  • Develop scalable processes that support onboarding, adoption, engagement, and long-term customer success.
  • Adapt service strategies to meet evolving client needs across different lifecycle stages.
  • Identify risks and opportunities early and implement strategies to improve client outcomes.
  
  Strategic Insight & Decision-Making
  
  • Leverage data and analytics to guide account strategy, team performance, and resource planning.
  • Build and maintain dashboards and reporting frameworks to increase visibility into client health.
  • Collaborate with leadership to align customer success initiatives with broader business objectives.
  • Provide strategic recommendations based on client feedback, market trends, and performance data.
  
  Product & Innovation Collaboration
  
  • Maintain deep knowledge of client use cases and business challenges.
  • Translate client insights into actionable recommendations for Product and R&D teams.
  • Identify emerging market trends and unmet customer needs to influence product direction.
  • Foster a culture of innovation, experimentation, and solution-oriented thinking.
  
  
  Education and Experience:
  
  
  • 5+ years of experience in Account Management, Client Services, Customer Success, or a related field, including leadership responsibility.
  • Candidates with SAS or DAS experience are highly preferred.
  • Proven success leading and developing high-performing client-facing teams.
  • Demonstrated experience in consultative sales, account growth, renewals, upselling, cross-selling, or revenue ownership.
  • Strong strategic planning, analytical, and problem-solving skills with the ability to use data to drive decisions.
  • Experience implementing scalable customer success or client service processes.
  • Excellent communication, presentation, stakeholder management, and relationship-building skills.
  • Highly organized, adaptable, proactive, and results-oriented with a continuous improvement mindset.
  
  
  Lightcast is a global leader in labor market insights with our headquarters located in Moscow, ID (US) and other offices in the United Kingdom, Europe, and India. We work with partners across six continents to help drive economic prosperity and mobility by providing the insights needed to build and develop our people, our institutions and companies, and our communities.
  
  Lightcast is proud to be an equal opportunity workplace and does not discriminate on the basis of federally protected statuses. Lightcast has always been, and always will be, committed to diversity of thought and unique perspectives. We seek dynamic professionals from all backgrounds to join our teams, and we encourage our employees to bring their authentic, original, and best selves to work.
  
  We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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