Copy of Customer Success Director

LighthouseAI

12h•$110,000 - $120,000

About The Position

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.

Requirements

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.
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.

Responsibilities

Develop and nurture strong client partnerships
Act as the primary point of contact and trusted advisor to ensure alignment with client goals, compliance requirements, and long-term success.
Proactively present product and services value during quarterly business reviews (QBRs)
Identify and drive upsell and cross-sell opportunities in collaboration with the Sales team to maximize customer lifetime value.
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)
Host renewal meetings to confirm customers will renew
Continuously refine customer success processes and reporting to improve efficiency, scalability, and outcomes.
Partner with Marketing to support initiatives such as case studies, client communications, and events that strengthen client engagement and showcase success stories.
Provide coaching, mentorship, and performance management to ensure the success of the team.
Scaling the department, building processes, and developing a high-performing team that aligns with the Company’s strategic vision and values.