Customer Success Manager (AM I) - 1031 - REMOTE

Role Overview

Customer Success Manager (AM I) serves as a trusted advisor and subject matter expert for an assigned customer portfolio. You will own the full customer lifecycle—driving retention, renewals, and account growth by helping customers achieve measurable business outcomes with Lightcast.

Responsibilities

Customer Strategy and Relationships

• Build trusted relationships through proactive, consistent engagement.
• Conduct business assessments and recommend solutions aligned to customer goals and outcomes.
• Engage stakeholders at multiple levels to identify risks, opportunities, and changing needs.

Customer Outcomes and Value

• Create and manage customer success plans (goals, milestones, responsibilities, measures of success).
• Monitor adoption, engagement, account health, and progress toward outcomes.
• Proactively address risks and barriers to adoption, value realization, or renewal.
• Communicate impact and ROI via value storytelling, presentations, and business reviews.
• Coordinate onboarding and accelerate time-to-value with internal teams.

Renewals and Account Growth

• Own the renewal lifecycle end-to-end: early planning, value confirmation, pricing discussions, negotiation, contracting, forecasting, and closing.
• Maintain consistent commercial conversations throughout the lifecycle.
• Identify and execute cross-sell/upsell opportunities by mapping customer needs to 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

• Partner with Sales, Product, Support, and Services to resolve customer needs and deliver a seamless experience.
• Manage multiple accounts and renewal timelines in a fast-paced, results-driven environment.
• Follow through on customer actions, risks, and opportunities.
• Share customer insights to improve products, services, and overall customer experience.
• Build industry and product expertise and adapt to changing priorities and processes.

Requirements

• 2+ years of experience in customer success, account management, consultative sales, or a related customer-facing role.
• Experience in SaaS, DaaS, technology, data, or subscription-based environments.
• Experience owning the full customer lifecycle: adoption, account health, renewals, and expansion.
• Demonstrated renewals ownership (value confirmation, pricing, negotiation, contracting, closing).
• Ability to run business assessments and communicate measurable outcomes and ROI.
• Strong consultative, relationship-building, presentation, negotiation, and value-storytelling skills.
• Analytical, organizational, and problem-solving skills; ability to manage competing priorities.
• Proficiency with Google Workspace, Excel, PowerPoint, and CRM/customer success tools.
• Continuous learning mindset focused on mutually beneficial outcomes.

Nice to Have

• None explicitly stated.