Copy of Customer Success Director at LighthouseAI

, , United States -

Full Time

Start Date

Immediate

Expiry Date

04 Jun, 26

Salary

120000.0

Posted On

06 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Client Relationship Management, Quarterly Business Reviews, Upsell, Cross-sell, Customer Lifetime Value, Process Refinement, Stakeholder Influence, Data Analysis, Initiative, Adaptability, Attention To Detail, Time Management, Coaching, Mentorship, Performance Management, Strategic Planning

Industry

technology;Information and Internet

Description

Essential Duties and Responsibilities: Client Relationship Management: Develop and nurture strong client partnerships, acting as the primary point of contact and trusted advisor to ensure alignment with client goals, compliance requirements, and long-term success. Increase satisfaction: Proactively present product and services value during quarterly business reviews (QBRs) Growth: Identify and drive upsell and cross-sell opportunities in collaboration with the Sales team to maximize customer lifetime value. Resolve dissatisfaction Discover dissatisfaction through usage metrics, surveys, and recurring satisfaction meetings with clients and delivery teams Quarterback the resolution of dissatisfaction in a timely manner Assign resolution tasks and due dates to correct cross-functional contact Manage delegates to complete tasks Confirm client satisfaction with resolution(s) Confirm renewals: Host renewal meetings to confirm customers will renew Refine processes: Continuously refine customer success processes and reporting to improve efficiency, scalability, and outcomes. Marketing collaboration: Partner with Marketing to support initiatives such as case studies, client communications, and events that strengthen client engagement and showcase success stories. Work Experience Qualifications: 7+ years of demonstrated success in customer success and/or account management within a B2B environment (pharmaceutical, compliance, or SaaS experience preferred). Proven ability to establish trust, build rapport, and influence senior-level stakeholders. Strong verbal, written, and presentation skills with the ability to communicate complex ideas clearly. Analytical mindset with the ability to translate data and feedback into strategies for continuous improvement. High degree of initiative, adaptability, and attention to detail. Other Qualifications: Microsoft Office suite competency including Excel, Word, and PowerPoint Staying organized while effectively prioritizing multiple projects at once. High attention to detail when completing projects. Strong time management skills to complete projects by deadlines. Self-motivated individual who takes ownership of their projects. Maintain excellent verbal, writing, and language skills. Leadership Expectations This role includes direct supervisory responsibility for at least one Customer Success team member and is expected to provide coaching, mentorship, and performance management to ensure the success of the team. As the Company continues to grow, the Customer Success Director will play a key role in scaling the department, building processes, and developing a high-performing team that aligns with the Company’s strategic vision and values. This position is both a hands-on leadership role and a strategic one, requiring the ability to balance direct client engagement with team management and long-term planning. Compensation: Base Pay: $110,000 - $120,000 annually Benefits: Health, Dental, Vision Insurance STD, LTD, Life Insurance 401(k) PTO and Paid Holidays

Responsibilities

The role centers on developing strong client partnerships, acting as a trusted advisor to ensure client goals are met, and proactively driving satisfaction through QBRs and value presentation. Key duties also involve identifying and executing upsell/cross-sell opportunities and quarterbacking the resolution of any client dissatisfaction.