Customer Success Manager (AM I) - 1031 - REMOTE

The Customer Success Manager serves as a trusted advisor and subject matter expert for an assigned portfolio of customers. This role owns the full customer lifecycle, helping customers achieve measurable business outcomes through Lightcast products and services while driving retention, renewals, and account growth.

The ideal candidate brings a consultative mindset and can assess customer needs, develop success plans, demonstrate value and ROI, and translate results into compelling data stories.

Major Responsibilities

Customer Strategy and Relationships

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• Build trusted customer relationships through proactive, consistent engagement and a strong understanding of each customer’s goals, challenges, and priorities.
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• Serve as a strategic advisor by conducting business assessments and recommending solutions aligned with customer needs and desired outcomes.
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• Engage stakeholders at multiple levels to identify risks, opportunities, and changing business needs.

Customer Outcomes and Value

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• Develop and manage customer success plans with clear goals, milestones, responsibilities, and measures of success.
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• Monitor product adoption, engagement, account health, and progress toward customer outcomes.
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• Proactively address risks and barriers to adoption, value realization, or renewal.
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• Demonstrate the impact and ROI of Lightcast products and services through value storytelling, strategic presentations, and business reviews.
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• Coordinate onboarding and accelerate customer time-to-value in partnership with internal teams.

Renewals and Account Growth

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• Own the full renewal lifecycle, including early planning, value confirmation, pricing discussions, negotiation, contracting, forecasting, and closing.
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• Maintain consistent commercial conversations throughout the customer lifecycle.
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• Identify and execute cross-sell and upsell opportunities by connecting customer needs to appropriate solutions.
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• Navigate rate changes, contract terms, budgets, and purchasing processes while balancing customer and company objectives.
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• Maintain accurate account plans, renewal forecasts, activity records, and opportunity documentation.

Cross-Functional Execution

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• Collaborate with Sales, Product, Support, Services, and other internal teams to resolve customer needs and deliver a seamless experience.
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• Manage multiple accounts, renewal timelines, commitments, and competing priorities in a fast-paced, results-driven environment.
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• Follow through consistently on customer actions, risks, and opportunities.
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• Share customer insights and feedback to improve products, services, and the overall customer experience.
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• Adapt to changing customer needs, business priorities, products, and processes while continuously building industry and product expertise.

Education and Experience

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• 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.

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

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• Strong consultative, relationship-building, presentation, negotiation, and value-storytelling skills.
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• Ability to uncover customer needs, connect challenges to solutions, and influence stakeholders at multiple levels.
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• Strong analytical, organizational, and problem-solving skills.
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• Ability to manage multiple competing priorities and maintain a high level of customer activity.
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• Proficiency with Google Workspace, Excel, PowerPoint, CRM platforms, and customer success tools.
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• A continuous learner focused on creating sustainable, mutually beneficial outcomes for customers and the company.