Customer Success Manager - 966

Job Description

Job Description

The Customer Success Manager serves as a strategic advisor, challenging assumptions, identifying growth opportunities, and guiding customers toward smarter business decisions. Rather than simply responding to needs, the CSM anticipates challenges and helps customers leverage data and insights to achieve measurable outcomes. This role requires curiosity, business acumen, and the ability to influence at multiple levels within a client organization.

Major Responsibilities :

• Customer Onboarding : Lead onboarding sessions that go beyond feature training by uncovering core business challenges, aligning on measurable outcomes, and securing stakeholder buy-in across departments.
• Challenge and Consult : Serve as a strategic partner who challenges assumptions, surfaces hidden inefficiencies, and reframes customer goals around high-impact opportunities that create measurable business value.
• Customer Retention : Leverage data and insight to predict churn risks early, initiate executive-level conversations, and co-develop recovery strategies that reinforce ROI and strengthen long-term partnerships.
• Success Planning : Design and execute dynamic success plans that evolve with the customer’s business priorities, ensuring alignment between product adoption, performance metrics, and strategic goals.
• Executive Influence : Build credibility with senior leaders by translating product outcomes into financial and operational impact, positioning the platform as a driver of business transformation rather than a technical tool.
• Advocacy : Champion the customer’s perspective internally by providing actionable insights that influence product strategy, service delivery, and go-to-market priorities.
• Upselling and Renewals : Identify unmet needs and strategic expansion opportunities through consultative conversations; partner with Sales to structure renewal and growth plans that align with customer objectives.
• Issue Resolution : Own escalations end-to-end by diagnosing root causes, aligning cross-functional resources, and ensuring resolutions that restore trust and confidence.
• Training and Support : Enable customers through tailored workshops and resources that build self-sufficiency, deepen adoption, and expand product utilization across teams.
• Metrics and Reporting : Use data storytelling to connect customer engagement metrics to strategic business outcomes; present actionable insights that guide both customer and internal priorities.

Education and Experience :

Lightcast is a global leader in labor market insights with headquarters in Moscow (ID) with offices in the United Kingdom, Europe, and India.  We work with partners across six continents to help drive economic prosperity and mobility by providing the insights needed to build and develop our people, our institutions and companies, and our communities.

Lightcast is proud to be an equal opportunity workplace and is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Lightcast has always been, and always will be, committed to diversity, equity and inclusion. We seek dynamic professionals from all backgrounds to join our teams, and we encourage our employees to bring their authentic, original, and best selves to work.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.