Director of Client Services

Summary

Join Lightcast as the Director of Client Services, a strategic leadership role focused on coaching and developing a high-performing team of account managers. You will guide account managers, maintain deep knowledge of key client accounts, and expand relationships. This position blends leadership with consultative sales, data-driven decisions, and a growth mindset. Collaborate cross-functionally with senior leadership, product management, business development, marketing, and sales to scale operations and create lasting client value. The ideal candidate will have a proven track record of managing and growing high-performing teams, preferably within the education sector, and possess strong leadership and coaching skills. Data analysis and excellent communication skills are essential for success in this role.

Requirements

• 5+ years of experience in Account Management, Client Services, or Customer Success, with a proven track record of managing and growing high-performing teams, preferably within the education sector
• Demonstrated sales experience, preferably in a consultative or enterprise environment, including responsibility for revenue growth, account expansion, or quota achievement
• Strong leadership and coaching skills, with a passion for developing people and cultivating a performance-driven, growth-focused team culture
• Strategic thinker with the ability to align client insights with broader business goals and communicate recommendations clearly to stakeholders
• Proven ability to implement scalable systems and processes that enhance client engagement and service delivery
• Highly skilled in both qualitative and quantitative analysis, using data to drive decisions and measure success
• Excellent communication and presentation skills; able to build trust with executives, clients, and cross-functional teams
• Exceptionally organized, proactive, and results-oriented, with a bias for action, adaptability, and a continuous improvement mindset

Responsibilities

• Team Leadership & Coaching: Strategic leader, coach, and mentor to a team of account managers to deliver best-in-class service and results
• Foster a high-performance, feedback-driven culture prioritizing growth, learning, and team development
• Champion a coaching culture by developing talent, providing regular feedback, and enabling career progression through structured development plans
• Establish performance expectations, conduct regular 1:1s and team check-ins, and build a continuous learning environment through training, shadowing, and knowledge-sharing
• Promote leadership at all levels, encouraging innovation, accountability, and a team ownership mindset
• Client Growth & Sales Strategy: Own and drive client renewals, upsells, and cross-sells through consultative, value-focused engagement that links business objectives to Lightcast’s solutions
• Partner closely with the sales team to identify expansion opportunities, co-create proposals, and drive revenue growth
• Empower account managers to uncover client challenges proactively, positioning our offerings as strategic solutions
• Ensure a sales-oriented mindset across the team, supported by training on client value articulation, objection handling, and opportunity qualification
• Customer Success & Retention: Define and monitor KPIs that reflect client health and success, including Net Promoter Score (NPS), retention metrics, product adoption, and service utilization
• Implement scalable, repeatable processes to ensure seamless onboarding, strong product adoption, and long-term value realization
• Adapt service strategies based on client lifecycle stage and business needs, demonstrating agility and a growth-oriented approach to continuous improvement
• Strategic Insight & Decision-Making: Use data-driven insights to inform account strategy, team development, and resource planning
• Regularly assess performance and make informed decisions that align with broader business goals
• Act as a strategic thought partner across departments, helping to shape go-to-market and product roadmaps with client feedback and market insights
• Build dashboards and reporting cadences that bring transparency to client health and highlight early signals of risk or opportunity
• Product & Innovation Collaboration: Maintain a deep understanding of client use cases and business contexts; translate insights into actionable recommendations for internal product and R&D teams
• Lead the team in identifying market trends and unmet needs, influencing the roadmap through thoughtful client feedback
• Drive innovation by building a culture that encourages creativity, experimentation, and solution-focused thinking in response to evolving client needs