Director of Customer Success - (Mid-Market) - 1034

The Director of Customer Success is a strategic, hands-on leader responsible for developing and coaching a high-performing team of 5–7 Customer Success Managers while driving client retention, renewals, and long-term revenue growth. This is a working Director role, requiring the successful candidate to lead a team while managing their own portfolio of strategic customer accounts. As a trusted advisor to clients, the Director combines customer success, consultative sales, and data-driven decision-making to deliver measurable business outcomes. This role partners closely with Sales, Product, and leadership to identify growth opportunities, strengthen customer relationships, and shape business strategy through client insights.

We welcome experienced Customer Success Managers, Team Leads, People Managers, and Strategic Account Management professionals with proven leadership and consultative sales experience who are ready to step into a Director-level role. This is an ideal opportunity for a leader who has successfully developed and coached teams while remaining actively engaged in customer strategy, renewals, and account growth.

Major Responsibilities:

Team Leadership & Coaching

• Lead, coach, and mentor a team of 5–7 Customer Success Managers to deliver exceptional client service and business results.

• Foster a high-performance, feedback-driven culture focused on professional growth, accountability, and continuous improvement.

• Establish clear 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.

Client Growth & Sales Strategy

• Personally manage a portfolio of strategic customer accounts with a strong focus on customer renewals, retention, and long-term account growth.

• 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 measurable value.

• Strengthen the team's sales capabilities, including value articulation, opportunity qualification, and objection handling.

Customer Success & Retention

• Define and monitor key performance indicators (KPIs), including retention, NPS, product adoption, renewal rates, 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 customer risks and opportunities early and implement strategies to improve client outcomes and retention.

Strategic Insight & Decision-Making

• Leverage data and analytics to guide account strategy, team performance, and resource planning.

• Build and maintain dashboards and reporting frameworks to increase visibility into customer health and business performance.

• Collaborate with leadership to align customer success initiatives with broader business objectives.

• Provide strategic recommendations based on client feedback, market trends, and performance data.

Product & Innovation Collaboration

• Maintain deep knowledge of customer use cases and business challenges.

• Translate customer 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.

Education and Experience:

• 5+ years of experience in Account Management, Client Services, Customer Success, or a related field, including leadership responsibility.

• Experience leading teams as a Customer Success Manager, Team Lead, Supervisor, or Manager, with the ability to step into a Director-level role.

• Experience within a SaaS or DaaS (Data-as-a-Service) environment required.

• Proven success leading and developing high-performing client-facing teams.

• Demonstrated experience managing customer renewals, account growth, consultative selling, upselling, cross-selling, and revenue ownership.

• Experience managing a personal book of business while balancing leadership responsibilities is highly preferred.

• 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.

Lightcast is a global leader in labor market insights with our headquarters located in Moscow, ID (US) and other 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 does not discriminate on the basis of federally protected statuses. Lightcast has always been, and always will be, committed to diversity of thought and unique perspectives. 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.