Customer Success Manager (AM I) - 1031 - REMOTE

Major Responsibilities:

Customer Strategy and Relationships

• 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.

Customer Outcomes and Value

• 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.

Renewals and Account Growth

• 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.

Cross-Functional Execution

• 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.

Education and Experience:

• • 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.