Director of Customer Success - (Mid-Market) - 1034

2 weeks, 6 days ago
Full-time
Executive
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 5–7 Customer Success Managers.
  • Set performance expectations, run regular one-on-ones, and support career development through coaching plans.
  • Build a high-performance, feedback-driven team culture focused on growth and accountability.
  • Manage a portfolio of strategic customer accounts with ownership of renewals, retention, and account growth.
  • Drive upsell and cross-sell opportunities through consultative customer engagement.
  • Partner with Sales to identify expansion opportunities and develop account growth strategies.
  • Monitor KPIs such as retention, NPS, product adoption, renewal rates, and service utilization.
  • Develop scalable processes for onboarding, adoption, engagement, and long-term customer success.
  • Use data and analytics to guide account strategy, team performance, and resource planning.
  • Collaborate with Product and R&D to translate customer insights into actionable recommendations.

Requirements

  • 5+ years of experience in Account Management, Client Services, Customer Success, or a related field with leadership responsibility.
  • Experience leading teams as a Customer Success Manager, Team Lead, Supervisor, or Manager.
  • Experience within a SaaS or DaaS environment is required.
  • Proven success developing high-performing client-facing teams.
  • Experience managing renewals, account growth, consultative selling, upselling, cross-selling, and revenue ownership.
  • Experience managing a personal book of business while leading a team is highly preferred.
  • Strong strategic planning, analytical, and problem-solving skills.
  • 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.

Interested in this position?

Apply directly on the company website

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