Customer Success Manager

LNS Research; Cambridge (MA); Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical, Dental & Vision coverage

Participation in company option plan

Company Paid Life Insurance

Short- & Long-Term Disability coverage

401(k) with Company Match

Flexible Spending Account

Company Paid Tele-Heath Program

Flexible PTO with 11 paid Holidays

Employee Assistance Program

Employee Perks Discount Program

Flexible and supportive working环境

Job summary

LNS Research is seeking a Customer Success Manager to join our Sales team in a 100% remote role in the USA. You will own client engagement, utilization, and value realization, ensuring clients fully leverage our advisory services to drive measurable outcomes.

You will onboard new advisory clients, manage renewals with Industry Principals, and collaborate with researchers to align account strategy with business growth.

Qualifications

• 2–4 years in customer success or account management
• Experience in advisory, research, or professional services preferred
• Bachelor’s degree required
• Proven ability to drive renewal through engagement
• Experience managing a defined book of business with retention accountability

Responsibilities

• Onboard advisory clients and ensure rapid value
• Own retention outcomes and drive renewals
• Close add-on engagements including strategy days and speaking engagements
• Collaborate with Industry Principals on account strategy and sales alignment
• Serve as the internal voice of the customer to research/events teams
• Capture customer quotes, testimonials, and case studies for marketing and sales collateral
• Recruit customer speakers and drive attendance at LNS flagship events

Skills

Ops knowledge

Strategic planning

Client relations

C-level engagement

MS 365 / CRM

AI tools

Communication skills

Presentation skills

Education

Bachelor's degree

Tools

CRM software

Job description

About LNS:

It is an exciting time to join LNS Research. We are a mission and vision-driven firm, focused on advising COOs and their teams to achieve transformational performance improvements in industrial safety, quality, productivity, and sustainability. We are seeking a Customer Success Manager to join our Sales department.

We offer a 100% remote work environment, an outstanding benefits package, and a team of personable and professional colleagues who will value and support your work. In this role, reporting to the Commercial Leader, you will be able to take pride in contributing directly to our organization’s growth, the success of our clients, and putting your own stamp on our sales and business growth initiatives. Our Customer Success Manager will own client engagement, utilization, and value realization, ensuring clients fully leverage LNS Research through structured engagement tied to business outcomes.

You will:

• Be a core member of the Sales Team


• Work closely with the different functional leaders at LNS Research

Primary Responsibilities

• Execute a structured onboarding process for new advisory clients to ensure rapid time-to-value


• Own client retention outcomes and drive renewals in partnership with Industry Principals


• Close defined add-on engagements including strategy days, event sponsorships, and speaking engagements


• Collaborate with Industry Principals and the analyst team on account strategy and sales alignment


• Serve as the internal voice of the customer, channeling client feedback to the research and events team


• Capture customer quotes, testimonials, and case studies for use in marketing and sales collateral


• Recruit customer speakers and drive industrial customer attendance at LNS flagship event

Required Skills and Competencies

• Strong understanding of manufacturing and/or supply chain operations.


• Outstanding critical thinking and strategic planning skills.


• Positive, high-activity, team-based individual.


• Proven ability to recognize unspoken client needs and convert those insights to opportunities


• Ability to engage, and manage C-level and senior-level relationships with peer-to-peer level confidence within large multinational companies.


• Strong computer proficiency in Microsoft 365 products, including PowerPoint, as well as CRM, web conferencing services, and efficiency in email and internet applications.


• Proficiency with using AI Tools in daily work execution


• Strong professional written, verbal, and presentation skills.

Education and Experience

• Proven customer success experience with the proven ability to drive renewal through engagement


• Minimum of 2-4 years experience in client-facing, account management, or customer success roles


• Prior experience in an advisory, research, or professional services firm preferred


• Experience managing a defined book of business with retention accountability


• Bachelor’s degree required

Along with a flexible and supportive culture, we have some great benefits and perks for our employees:

• Medical, Dental & Vision coverage


• Participation in company option plan


• Company Paid Life Insurance


• Short- & Long-Term Disability coverage


• 401(k) with Company Match


• Flexible Spending Account


• Company Paid Tele-Heath Program


• Flexible PTO with 11 paid Holidays


• Employee Assistance Program


• Employee Perks Discount Program


• Flexible and supportive working environment

This is a virtual role. Candidates must be in the USA only. Minimal travel, as business needs require. Compensation will be commensurate with experience.

LNS Research is an Equal Employment Opportunity employer that values the strength diversity brings to the workplace. To learn more about LNS and its products and services, visit our website at: www.lnsresearch.com