Customer Success Manager
Lightcast
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
JuniorMid-Level
About the role
- Customer Onboarding: Lead onboarding sessions that go beyond feature training by uncovering core business challenges, aligning on measurable outcomes, and securing stakeholder buy-in across departments.
- Challenge and Consult: Serve as a strategic partner who challenges assumptions, surfaces hidden inefficiencies, and reframes customer goals around high-impact opportunities that create measurable business value.
- Customer Retention: Leverage data and insight to predict churn risks early, initiate executive-level conversations, and co-develop recovery strategies that reinforce ROI and strengthen long-term partnerships.
- Success Planning: Design and execute dynamic success plans that evolve with the customer’s business priorities, ensuring alignment between product adoption, performance metrics, and strategic goals.
- Executive Influence: Build credibility with senior leaders by translating product outcomes into financial and operational impact, positioning the platform as a driver of business transformation rather than a technical tool.
- Advocacy: Champion the customer’s perspective internally by providing actionable insights that influence product strategy, service delivery, and go-to-market priorities.
- Upselling and Renewals: Identify unmet needs and strategic expansion opportunities through consultative conversations; partner with Sales to structure renewal and growth plans that align with customer objectives.
- Issue Resolution: Own escalations end-to-end by diagnosing root causes, aligning cross-functional resources, and ensuring resolutions that restore trust and confidence.
- Training and Support: Enable customers through tailored workshops and resources that build self-sufficiency, deepen adoption, and expand product utilization across teams.
- Metrics and Reporting: Use data storytelling to connect customer engagement metrics to strategic business outcomes; present actionable insights that guide both customer and internal priorities.
Requirements
- 2+ years in Customer Success, Sales, Account Management, or a related customer-facing role with a focus on growth, adoption, and retention
- Experience managing customers in software, data, or SaaS environments
- Strong grasp of sales methodologies, value-based conversations, and consultative influence techniques
- Proven ability to challenge customer thinking using data-backed insights that drive strategic outcomes
- Skilled in executive communication, including presenting complex information clearly to senior stakeholders
- Demonstrated success collaborating across Sales, Product, Marketing, and Services teams to deliver results
- High proficiency in data analysis and interpretation to identify trends, risks, and opportunities
- Naturally curious, analytical, and proactive, with a genuine drive to help customers achieve measurable success
- Strengths include: Active Discovery, Analytical Thinking, Change Management, Critical Thinking, Executive Presence, Influencing, Lifecycle Management, Managing Ambiguity, Negotiation, Product Acumen, Problem Solving, and Stakeholder Management
Benefits
- Equal opportunity workplace
- Commitment to diversity, equity, and inclusion
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data analysisdata storytellingconsultative influencesales methodologiesmetrics reportingcustomer onboardingsuccess planningissue resolutionupsellingrenewals
Soft skills
analytical thinkingexecutive communicationcritical thinkinginfluencingproblem solvingstakeholder managementactive discoverychange managementmanaging ambiguitynaturally curious