Director of Client Services - 1034

1 month, 2 weeks ago
Full-time
Lead
Customer and Technical Support
Lightcast

Lightcast

Lightcast is a global leader in labor market analytics, offering the world's most comprehensive labor market data through sophisticated analytical tools and intuitive reporting features. With over two decades of experience, Lightcast provides superior ...

Professional Services
251-1K
Founded 2000
$1M raised

Description

  • Lead, coach, and mentor a team of Account Managers to deliver strong client service and results.
  • Build a high-performance, feedback-driven team culture focused on accountability and professional growth.
  • Set performance expectations, conduct regular one-on-ones, and support career development through structured coaching plans.
  • 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 on value articulation, opportunity qualification, objection handling, and proactive problem-solving.
  • Define, track, and improve KPIs such as retention, NPS, product adoption, and service utilization.
  • Develop scalable processes for onboarding, adoption, engagement, and long-term customer success.
  • Use data and analytics to guide account strategy, performance management, and resource planning.
  • Collaborate with Product and R&D teams by translating client insights into actionable recommendations.

Requirements

  • Bachelor’s degree in Business, Marketing, Communications, Management, or a related field, or equivalent education and experience.
  • 5+ years of experience in Account Management, Client Services, Customer Success, or a related field.
  • Experience with leadership responsibility and leading high-performing client-facing teams.
  • Proven success 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.
  • Experience influencing product direction through client feedback and market insights is preferred.
  • Leadership experience is ideally preferred.

Interested in this position?

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