Customer Success Manager (AM I) - 1031 - REMOTE

Lightcast is a global leader in labor market insights, headquartered in Moscow, ID, with offices in the United Kingdom, Europe, and India. The Customer Success Manager serves as a trusted advisor for an assigned portfolio of customers, owning the full customer lifecycle and helping them achieve measurable business outcomes through Lightcast products and services.

Responsibilities:

• Build trusted customer relationships through proactive, consistent engagement and a strong understanding of each customer’s goals, challenges, and priorities
• Serve as a strategic advisor by conducting business assessments and recommending solutions aligned with customer needs and desired outcomes
• Engage stakeholders at multiple levels to identify risks, opportunities, and changing business needs
• Develop and manage customer success plans with clear goals, milestones, responsibilities, and measures of success
• Monitor product adoption, engagement, account health, and progress toward customer outcomes
• Proactively address risks and barriers to adoption, value realization, or renewal
• Demonstrate the impact and ROI of Lightcast products and services through value storytelling, strategic presentations, and business reviews
• Coordinate onboarding and accelerate customer time-to-value in partnership with internal teams
• Own the full renewal lifecycle, including early planning, value confirmation, pricing discussions, negotiation, contracting, forecasting, and closing
• Maintain consistent commercial conversations throughout the customer lifecycle
• Identify and execute cross-sell and upsell opportunities by connecting customer needs to appropriate solutions
• Navigate rate changes, contract terms, budgets, and purchasing processes while balancing customer and company objectives
• Maintain accurate account plans, renewal forecasts, activity records, and opportunity documentation
• Collaborate with Sales, Product, Support, Services, and other internal teams to resolve customer needs and deliver a seamless experience
• Manage multiple accounts, renewal timelines, commitments, and competing priorities in a fast-paced, results-driven environment
• Follow through consistently on customer actions, risks, and opportunities
• Share customer insights and feedback to improve products, services, and the overall customer experience
• Adapt to changing customer needs, business priorities, products, and processes while continuously building industry and product expertise

Requirements:

• 2+ years of experience in customer success, account management, consultative sales, or a related customer-facing role
• Experience within a SaaS, DaaS, technology, data, or subscription-based environment
• Experience managing the full customer lifecycle, adoption, account health, renewals, and expansion
• Demonstrated ownership of renewals, including value confirmation, pricing, negotiation, contracting, and closing
• Experience conducting business assessments, developing customer success plans, and communicating measurable outcomes and ROI
• Strong consultative, relationship-building, presentation, negotiation, and value-storytelling skills
• Ability to uncover customer needs, connect challenges to solutions, and influence stakeholders at multiple levels
• Strong analytical, organizational, and problem-solving skills
• Ability to manage multiple competing priorities and maintain a high level of customer activity
• Proficiency with Google Workspace, Excel, PowerPoint, CRM platforms, and customer success tools
• A continuous learner focused on creating sustainable, mutually beneficial outcomes for customers and the company