Director of Client Services - Req #873

Major Responsibilities:

• Team Leadership & Coaching: Strategic leader, coach, and mentor to a team of account managers to deliver best-in-class service and results. Foster a high-performance, feedback-driven culture prioritizing growth, learning, and team development. Champion a coaching culture by developing talent, providing regular feedback, and enabling career progression through structured development plans. Establish performance expectations, conduct regular 1:1s and team check-ins, and build a continuous learning environment through training, shadowing, and knowledge-sharing. Promote leadership at all levels, encouraging innovation, accountability, and a team ownership mindset.
• Client Growth & Sales Strategy: Own and drive client renewals, upsells, and cross-sells through consultative, value-focused engagement that links business objectives to Lightcast’s solutions. Partner closely with the sales team to identify expansion opportunities, co-create proposals, and drive revenue growth. Empower account managers to uncover client challenges proactively, positioning our offerings as strategic solutions. Ensure a sales-oriented mindset across the team, supported by training on client value articulation, objection handling, and opportunity qualification.
• Customer Success & Retention: Define and monitor KPIs that reflect client health and success, including Net Promoter Score (NPS), retention metrics, product adoption, and service utilization. Implement scalable, repeatable processes to ensure seamless onboarding, strong product adoption, and long-term value realization. Adapt service strategies based on client lifecycle stage and business needs, demonstrating agility and a growth-oriented approach to continuous improvement.
• Strategic Insight & Decision-Making: Use data-driven insights to inform account strategy, team development, and resource planning. Regularly assess performance and make informed decisions that align with broader business goals. Act as a strategic thought partner across departments, helping to shape go-to-market and product roadmaps with client feedback and market insights. Build dashboards and reporting cadences that bring transparency to client health and highlight early signals of risk or opportunity.
• Product & Innovation Collaboration: Maintain a deep understanding of client use cases and business contexts; translate insights into actionable recommendations for internal product and R&D teams. Lead the team in identifying market trends and unmet needs, influencing the roadmap through thoughtful client feedback. Drive innovation by building a culture that encourages creativity, experimentation, and solution-focused thinking in response to evolving client needs.

Education and Experience:

• 5+ years of experience in Account Management, Client Services, or Customer Success, with a proven track record of managing and growing high-performing teams, preferably within the education sector
• Demonstrated sales experience, preferably in a consultative or enterprise environment, including responsibility for revenue growth, account expansion, or quota achievement
• Strong leadership and coaching skills, with a passion for developing people and cultivating a performance-driven, growth-focused team culture
• Strategic thinker with the ability to align client insights with broader business goals and communicate recommendations clearly to stakeholders
• Proven ability to implement scalable systems and processes that enhance client engagement and service delivery
• Highly skilled in both qualitative and quantitative analysis, using data to drive decisions and measure success
• Excellent communication and presentation skills; able to build trust with executives, clients, and cross-functional teams
• Exceptionally organized, proactive, and results-oriented, with a bias for action, adaptability, and a continuous improvement mindset