The Role
The Customer Success Manager guides clients by providing insights to enhance business outcomes, ensuring customer retention and success through strategic planning and executive engagement.
Summary Generated by Built In
The Customer Success Manager serves as a strategic advisor, challenging assumptions, identifying growth opportunities, and guiding customers toward smarter business decisions. Rather than simply responding to needs, the CSM anticipates challenges and helps customers leverage data and insights to achieve measurable outcomes. This role requires curiosity, business acumen, and the ability to influence at multiple levels within a client organization.
Major Responsibilities:
- Customer Onboarding: Lead onboarding sessions that go beyond feature training by uncovering core business challenges, aligning on measurable outcomes, and securing stakeholder buy-in across departments.
- Challenge and Consult: Serve as a strategic partner who challenges assumptions, surfaces hidden inefficiencies, and reframes customer goals around high-impact opportunities that create measurable business value.
- Customer Retention: Leverage data and insight to predict churn risks early, initiate executive-level conversations, and co-develop recovery strategies that reinforce ROI and strengthen long-term partnerships.
- Success Planning: Design and execute dynamic success plans that evolve with the customer’s business priorities, ensuring alignment between product adoption, performance metrics, and strategic goals.
- Executive Influence: Build credibility with senior leaders by translating product outcomes into financial and operational impact, positioning the platform as a driver of business transformation rather than a technical tool.
- Advocacy: Champion the customer’s perspective internally by providing actionable insights that influence product strategy, service delivery, and go-to-market priorities.
- Upselling and Renewals: Identify unmet needs and strategic expansion opportunities through consultative conversations; partner with Sales to structure renewal and growth plans that align with customer objectives.
- Issue Resolution: Own escalations end-to-end by diagnosing root causes, aligning cross-functional resources, and ensuring resolutions that restore trust and confidence.
- Training and Support: Enable customers through tailored workshops and resources that build self-sufficiency, deepen adoption, and expand product utilization across teams.
- Metrics and Reporting: Use data storytelling to connect customer engagement metrics to strategic business outcomes; present actionable insights that guide both customer and internal priorities.
Education and Experience:
- 2+ years in Customer Success, Sales, Account Management, or a related customer-facing role with a focus on growth, adoption, and retention
- Experience managing customers in software, data, or SaaS environments
- Strong grasp of sales methodologies, value-based conversations, and consultative influence techniques
- Proven ability to challenge customer thinking using data-backed insights that drive strategic outcomes
- Skilled in executive communication, including presenting complex information clearly to senior stakeholders
- Demonstrated success collaborating across Sales, Product, Marketing, and Services teams to deliver results
- High proficiency in data analysis and interpretation to identify trends, risks, and opportunities
- Naturally curious, analytical, and proactive, with a genuine drive to help customers achieve measurable success
- Strengths include: Active Discovery, Analytical Thinking, Change Management, Critical Thinking, Executive Presence, Influencing, Lifecycle Management, Managing Ambiguity, Negotiation, Product Acumen, Problem Solving, and Stakeholder Management
Lightcast is a global leader in labor market insights with headquarters in Moscow (ID) with 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 is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Lightcast has always been, and always will be, committed to diversity, equity and inclusion. 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.
Top Skills
Data Analysis
SaaS
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The Company
What We Do
Emsi Burning Glass is a labor market analytics firm, using data to drive economic prosperity.
We collect and integrate complex labor market data and build user-friendly tools to help you understand employment, economic trends, and training needs for your region.
We believe that a skilled, well-prepared workforce drives economic prosperity.
We work with clients in higher education, workforce development, economic development, site selection, and talent acquisition.
