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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