Customer Success Manager

Summary

Join Lightcast as a Customer Success Manager (CSM) to develop customer relationships that promote retention and loyalty. The CSM will play a critical role in ensuring customers achieve their desired outcomes, are satisfied with our products and services, and ultimately realize the value they expect from their investment.

Requirements

• 3+ years in a Customer Success, Account Manager, or similar role, that includes customer growth, adoption and issue resolution
• Bachelor’s degree preferred
• Customer management experience in a software, data or SaaS environment preferred
• Sales/selling methodology and techniques
• Demonstrated ability to engage positive relationships to collaborate across multiple company functions (Sales, Services, Marketing, Product, etc.)
• Consistent track record to collaborate and build positive relationships with customers including the executive level
• History of presenting compelling presentations to executive level customers contacts and internal stakeholders
• Extensive experience analyzing data and being able to make meaningful deductions from the data
• Active Discovery, Analytical, Change Management, Critical Thinking, Executive Presence, Influencing, Lifecycle Management, Managing Ambiguity, Negotiation, Product Acumen, Problem-Solving, and Stakeholder Management

Responsibilities

• Guide new customers through onboarding, ensuring they understand the product/service and how to use it effectively
• Build strong, long-lasting customer relationships through regular communication and proactive support
• Monitor customer health metrics, identify at-risk accounts, and implement retention strategies
• Develop and execute customer success plans to ensure customers achieve their goals and objectives
• Act as the voice of the customer within the company, providing feedback to internal teams to improve products, services, and customer experiences
• Identify opportunities for upselling and work with sales teams to drive renewals
• Address and resolve customer issues and concerns in a timely and effective manner
• Provide training, resources, and support to help customers maximize the value of our products/services
• Track and report on key customer success metrics, including customer satisfaction, retention, and product usage