Client Success Associate (PST Hours)

Lighthouse; United States; On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Flexible PTO

Medical, dental, vision benefits

401k with company match

Job summary

Lighthouse is seeking a Client Success Associate to support client engagement and success through insightful analysis of client metrics and data. This role involves preparing reports, coordinating onboarding, and conducting feedback sessions to maintain client satisfaction. A bachelor's degree and at least one year of client-facing experience are required, preferably in legal technology. Lighthouse offers a comprehensive benefits package and cultivates a diverse and inclusive work environment.

Qualifications

• 1+ years of experience in customer success, sales, or client services.
• Experience in legal technology, e-discovery, or information governance preferred.
• Strong analytical and problem-solving skills.

Responsibilities

• Prepare client metrics, data and trends reports.
• Analyze client data to inform account strategy.
• Coordinate with Onboarding Team for new client onboarding.
• Conduct surveys to assess client health.

Skills

Customer success experience

Analytical skills

Strong communication skills

Technical writing skills

Education

Bachelor’s degree

Tools

CRM systems

Legal technology tools

Job description

What is special about Lighthouse?

Lighthouse is built on a foundation of unique, compassionate, highly driven individuals. We elevate the strengths and talents of those around us while leveraging opportunities for growth. We offer the experience of solving complex problems while continuing to grow multiple facets of your career. Lighthouse is where innovation meets support and where collaboration is the key ingredient to success. We grow together and are stronger together.

As a trailblazer and catalyst for change, Lighthouse rises to each opportunity to help our clients and our people do what they do best—shine.

What’s unique about this role?

The Client Success Associate’s primary purpose is to support client nurture, engagement and success activities, in partnership with senior CSMs and Direct Sellers. The CSA will do this by gaining a deep understanding of client history, information and business goals to facilitate analysis of client information in support of impactful client engagement.

What will this person do?

• Prepare client metrics, data and trends reports to provide client team consistent insight into account performance.
• Analyze client metrics, data and trends to provide client team with insights that inform account strategy, touches and activities.
• Gather client metrics and data to help prepare for, and attend as needed, client business reviews and client or client-related meetings.
• Participate in drafting digital client business review content, annual reports, dashboards, and presentations.
• Gather metrics, data and information to calculate ROI to inform client engagement, present in client meetings and incorporate into client communication.
• Coordinate with Onboarding Team to ensure a smooth and complete new client onboarding experience.
• Assist with complex cost and price modeling and presentation to clients.
• Conduct surveys and host client feedback sessions to assess client health, identify issues before they arise, and ensure Lighthouse is meeting client’s desired business objectives and outcomes.
• Research and collaborate with SMEs to address unique client requests and requirements and solve problems or challenges in a timely manner.
• Assist with entering, updating and maintaining account information in CRM system.

Desired Qualifications

• Bachelor’s degree
• 1+ years of experience in customer success, sales, client services or other client-facing role.
• 1+ years of experience in legal technology, e-discovery or information governance, a plus.
• Experience with enterprise level deployments and program management preferred. Flexibility to pivot with changing business goals, needs and requirements.
• Strong analytical, problem solving and change management skills.
• Strong communication and technical writing skills.
• Expertise in the full scope of the legal and e-discovery lifecycle, a plus.
• Knowledge of legal and e-discovery technologies (e.g. EnCase, iPro, Nuix, Relativity, Brainspace), a plus.

Work Environment and Physical Demands

• Duties are performed in a typical office environment while at a desk or computer table
• Duties require the ability to use a computer, communicate over the telephone, and read printed material, in a quiet and professional setting
• Duties may require being on call periodically and working outside normal working hours (evenings and weekends)

Equal Employment Opportunity

Lighthouse celebrates and thrives on diversity and is an Equal Opportunity Employer. We hire, train, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. We welcome any talents and contributions you can bring to the team and are deeply committed to growing an environment where everyone can feel safe, is respected, and can show up as themselves. Come as you are!

Compensation & Benefits

As required by applicable pay transparency laws, Lighthouse complies with compensation disclosure requirements for roles that may be hired in locations under these requirements. Factors that may be used to determine your actual salary may include a wide array of factors, including your specific skills and experience, geographic location, or other relevant factors. The salary range for this position may be tailored to be lower or higher in different talent markets. This role will be eligible to participate in a variable compensation plan. Lighthouse offers a quality comprehensive benefits package including medical, dental, vision, and a 401k with company match. Company paid benefits also include Life & AD&D, short and long-term disability, telemedicine through other wellness plans. We offer a generous Flexible PTO program and paid volunteer days. Employees may also participate in voluntary insurance plans including accident, hospitalization, and critical illness plans as well as pet insurance.