Strategic Customer Success Manager

Economicmodeling; Work and Rest (United States Virgin Islands); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Lightcast is seeking a Customer Success Manager II to guide a portfolio of strategic customers through the full lifecycle, driving value and renewal opportunities. The role emphasizes proactive engagement, cross-functional collaboration, and data-driven storytelling to demonstrate ROI and time-to-value.

You will own success plans, monitor adoption and health metrics, and coordinate onboarding with internal teams to ensure customers achieve measurable outcomes and sustained growth in a fast-paced

Qualifications

• 3+ years of experience in customer success, account management, consultative sales, or a related customer-facing role.
• Experience within a SaaS, DaaS, technology, data, or subscription-based environment.
• Experience managing the full customer lifecycle, adoption, account health, renewals, and expansion.
• Demonstrated ownership of renewals, including value confirmation, pricing, negotiation, contracting, and closing.
• Experience conducting business assessments, developing customer success plans, and communicating measurable outcomes and ROI.
• Strong consultative, relationship-building, presentation, negotiation, and value-storytelling skills.
• Ability to uncover customer needs, connect challenges to solutions, and influence stakeholders at multiple levels.
• Strong analytical, organizational, and problem-solving skills.
• Ability to manage multiple competing priorities and maintain a high level of customer activity.
• Proficiency with Google Workspace, Excel, PowerPoint, CRM platforms, and customer success tools.

Responsibilities

• Build trusted customer relationships through proactive, consistent engagement and a strong understanding of each customer’s goals, challenges, and priorities.
• Serve as a strategic advisor by conducting business assessments and recommending solutions aligned with customer needs and desired outcomes.
• Engage stakeholders at multiple levels to identify risks, opportunities, and changing business needs.
• Develop and manage customer success plans with clear goals, milestones, responsibilities, and measures of success.
• Monitor product adoption, engagement, account health, and progress toward customer outcomes.
• Proactively address risks and barriers to adoption, value realization, or renewal.
• Demonstrate the impact and ROI of Lightcast products and services through value storytelling, strategic presentations, and business reviews.
• Coordinate onboarding and accelerate customer time-to-value in partnership with internal teams.
• Own the full renewal lifecycle, including early planning, value confirmation, pricing discussions, negotiation, contracting, forecasting, and closing.
• Maintain consistent commercial conversations throughout the customer lifecycle.
• Identify and execute cross-sell and upsell opportunities by connecting customer needs to appropriate 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.
• Collaborate with Sales, Product, Support, Services, and other internal teams to resolve customer needs and deliver a seamless experience.
• Manage multiple accounts, renewal timelines, commitments, and competing priorities in a fast-paced, results-driven environment.
• Consistently follow through on customer actions, risks, and opportunities.
• Share customer insights and feedback to improve products, services, and the overall customer experience.
• Adapt to changing customer needs, business priorities, products, and processes while continuously building industry and product expertise.
• Set specific goals, coordinate the successful onboarding, and measure account health according to established targets. Ensure customers achieve fast time-to-value. Keep clients engaged and regularly using our product and services.

Skills

Relationship-building

Consultative selling

Negotiation

Presentation skills

Value storytelling

Cross-functional collaboration

Analytical

Account management

Lifecycle management

Customer success tools

CRM platforms

Google Workspace

Excel

PowerPoint

Tools

CRM platforms

Google Workspace

Excel

PowerPoint

Job description

Lightcast is seeking a Customer Success Manager II to guide a portfolio of strategic customers through the full lifecycle, driving value and renewal opportunities. The role emphasizes proactive engagement, cross-functional collaboration, and data-driven storytelling to demonstrate ROI and time-to-value.

You will own success plans, monitor adoption and health metrics, and coordinate onboarding with internal teams to ensure customers achieve measurable outcomes and sustained growth in a fast-paced