Note: The job is a remote job and is open to candidates in USA. Lightcast is a global leader in labor market insights with our headquarters located in Moscow, ID, and other offices in the United Kingdom, Europe, and India. The Director of Customer Success is a strategic, people-focused leader responsible for developing and coaching a high-performing team of Account Managers while driving client retention, growth, and long-term success.
Responsibilities
- Lead, coach, and mentor a team of Account Managers to deliver exceptional client service and results
- Ideally with Leadership experience
- Foster a high-performance, feedback-driven culture focused on professional growth and accountability
- Establish performance expectations, conduct regular one-on-ones, and support career development through structured coaching plans
- Promote continuous learning through training, shadowing, and knowledge-sharing initiatives
- Encourage innovation, ownership, and leadership at all levels of the team
- Drive client renewals, upsell opportunities, and cross-sell initiatives through consultative engagement
- Partner with Sales to identify expansion opportunities and develop client growth strategies
- Coach Account Managers to proactively uncover client challenges and position solutions that deliver value
- Strengthen the team’s sales capabilities, including value articulation, opportunity qualification, and objection handling
- Define and monitor key performance indicators (KPIs), including retention, NPS, product adoption, and service utilization
- Develop scalable processes that support onboarding, adoption, engagement, and long-term customer success
- Adapt service strategies to meet evolving client needs across different lifecycle stages
- Identify risks and opportunities early and implement strategies to improve client outcomes
- Leverage data and analytics to guide account strategy, team performance, and resource planning
- Build and maintain dashboards and reporting frameworks to increase visibility into client health
- Collaborate with leadership to align customer success initiatives with broader business objectives
- Provide strategic recommendations based on client feedback, market trends, and performance data
- Maintain deep knowledge of client use cases and business challenges
- Translate client insights into actionable recommendations for Product and R&D teams
- Identify emerging market trends and unmet customer needs to influence product direction
- Foster a culture of innovation, experimentation, and solution-oriented thinking
Skills
- 5+ years of experience in Account Management, Client Services, Customer Success, or a related field, including leadership responsibility
- Proven success leading and developing high-performing client-facing teams
- Demonstrated experience in consultative sales, account growth, renewals, upselling, cross-selling, or revenue ownership
- Strong strategic planning, analytical, and problem-solving skills with the ability to use data to drive decisions
- 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
- Candidates with SAS or DAS experience are highly preferred
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