Customer Success Manager

This is a fully remote position, open to applicants in Idaho.

📋 Description

• Act as a trusted advisor and subject matter expert for a designated portfolio of clients.

• Manage the complete customer lifecycle, assisting clients in achieving measurable business results through Lightcast's products and services while enhancing retention, renewals, and account expansion.

• Cultivate trusted relationships with clients through proactive and consistent engagement, alongside a deep understanding of their goals, challenges, and priorities.

• Create and oversee customer success plans with defined objectives, milestones, responsibilities, and success metrics.

• Track product adoption rates, engagement levels, account health, and progress toward client outcomes.

• Take charge of the entire renewal process, which includes early planning, value confirmation, pricing discussions, negotiation, contracting, forecasting, and closing.

• Work collaboratively with Sales, Product, Support, Services, and other internal teams to address customer needs and provide a seamless experience.

⛳️ Requirements

• Minimum of 2 years experience in customer success, account management, consultative sales, or a similar customer-facing position.

• Background in a SaaS, DaaS, technology, data, or subscription-based environment.

• Experience managing the entire customer lifecycle, including adoption, account health, renewals, and expansion.

• Proven track record of handling renewals, encompassing value confirmation, pricing, negotiation, contracting, and closing.

• Experience in conducting business assessments, formulating customer success plans, and presenting measurable outcomes and ROI.

• Excellent consultative, relationship-building, presentation, negotiation, and value-storytelling abilities.

• Skill in identifying customer needs, linking challenges to solutions, and influencing stakeholders at various levels.

• Strong analytical, organizational, and problem-solving capabilities.

• Capacity to juggle multiple competing priorities while maintaining a high level of customer engagement.

• Proficient in Google Workspace, Excel, PowerPoint, CRM platforms, and customer success tools.

• A lifelong learner focused on fostering sustainable, mutually beneficial outcomes for both customers and the organization.

🏝️ Benefits

• Equal opportunity workplace

• Commitment to diversity of thought and unique perspectives