Junior Customer Success Manager

Summary

Join Lightcast as a Customer Success Manager (CSM) and cultivate strong customer relationships to foster retention and loyalty. You will collaborate with internal and external stakeholders to ensure customer satisfaction and identify areas for improvement. A key responsibility is guiding new customers through onboarding and developing success plans to help them achieve their goals. You will also act as a customer advocate, providing feedback to internal teams. Additionally, you will identify upselling opportunities and resolve customer issues effectively. The CSM will track and report on key customer success metrics.

Requirements

1- 3+ years in a Customer Success, Account Manager, or similar role, that includes customer growth, adoption, and issue resolution

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

Preferred Qualifications

• Bachelor’s degree preferred
• Customer management experience in a software, data, or SaaS environment preferred
• Sales/selling methodology and techniques
• Demonstrated ability to engage in positive relationships to collaborate across multiple company functions (Sales, Services, Marketing, Product, etc.)
• Consistent track record in collaborating and building positive customer relationships, including at the executive level
• History of presenting compelling presentations to executive-level customers, contacts, and internal stakeholders
• Extensive experience analyzing data and making 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