Customer Success Director

Summary:
LighthouseAI provides pharmaceutical state licensing software and services to pharmaceutical manufacturers, wholesale distributors, logistics companies, and pharmacies. The LighthouseAI product suite includes LighthouseAI Intelligence®, which uses artificial intelligence to automate compliance requirement research, and LighthouseAI Management® which enables maintenance. LighthouseAI creates a stress-free and streamlined state licensing experience with support from our expert industry veterans and professional solutions.

The Customer Success Director is a senior-level player-coach responsible for preventing churn, ensuring renewals, and enabling upsell opportunities for the sales team.

This is a full-time remote position.
Working Hours: Monday-Friday 8am-4:30pm ET

Essential Duties and Responsibilities:

• Client Relationship Management: Develop and nurture strong client partnerships, acting as the primary point of contact and trusted advisor to ensure alignment with client goals, compliance requirements, and long-term success.
• Increase satisfaction: Proactively present product and services value during quarterly business reviews (QBRs)
• Growth: Identify and drive upsell and cross-sell opportunities in collaboration with the Sales team to maximize customer lifetime value.
• Resolve dissatisfaction
• • Discover dissatisfaction through usage metrics, surveys, and recurring satisfaction meetings with clients and delivery teams
  • Quarterback the resolution of dissatisfaction in a timely manner
  • • Assign resolution tasks and due dates to correct cross-functional contact
    • Manage delegates to complete tasks
    • Confirm client satisfaction with resolution(s)
• Confirm renewals: Host renewal meetings to confirm customers will renew
• Refine processes: Continuously refine customer success processes and reporting to improve efficiency, scalability, and outcomes.
• Marketing collaboration: Partner with Marketing to support initiatives such as case studies, client communications, and events that strengthen client engagement and showcase success stories.

Work Experience Qualifications:

• 7+ years of demonstrated success in customer success and/or account management within a B2B environment (pharmaceutical, compliance, or SaaS experience preferred).
• Proven ability to establish trust, build rapport, and influence senior-level stakeholders.
• Strong verbal, written, and presentation skills with the ability to communicate complex ideas clearly.
• Analytical mindset with the ability to translate data and feedback into strategies for continuous improvement.
• High degree of initiative, adaptability, and attention to detail.

Other Qualifications:

• Microsoft Office suite competency including Excel, Word, and PowerPoint
• Staying organized while effectively prioritizing multiple projects at once.
• High attention to detail when completing projects.
• Strong time management skills to complete projects by deadlines.
• Self-motivated individual who takes ownership of their projects.
• Maintain excellent verbal, writing, and language skills.

Leadership Expectations

This role includes direct supervisory responsibility for at least one Customer Success team member and is expected to provide coaching, mentorship, and performance management to ensure the success of the team. As the Company continues to grow, the Customer Success Director will play a key role in scaling the department, building processes, and developing a high-performing team that aligns with the Company’s strategic vision and values. This position is both a hands-on leadership role and a strategic one, requiring the ability to balance direct client engagement with team management and long-term planning.

Compensation:

• Base Pay:  $110,000 - $120,000 annually

Benefits:

• Health, Dental, Vision Insurance
• STD, LTD, Life Insurance
• 401(k)
• PTO and Paid Holidays