Director of Client Services - 1034

Director of Client Services

About

Lightcast is a global leader in labor market insights with headquarters in Moscow, ID, and offices in the UK, 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 people, institutions, companies, and communities.

Responsibilities

• Lead, coach, and mentor a team of Account Managers to deliver exceptional client service and results.
• Foster a high-performance, feedback-driven culture focused on professional growth and accountability.
• Establish performance expectations, conduct regular one-on-ones, and support career development.
• Drive client renewals, upsell opportunities, and cross-sell initiatives through consultative engagement.
• Partner with Sales to identify expansion opportunities and develop client growth strategies.
• Define and monitor key performance indicators (KPIs), including retention, NPS, product adoption, and service utilization.
• Develop scalable processes that support onboarding, adoption, engagement, and long-term customer success.
• Identify risks and opportunities early and implement strategies to improve client outcomes.
• Leverage data and analytics to guide account strategy, team performance, and resource planning.
• Build and maintain dashboards and reporting frameworks to increase visibility into client health.
• Collaborate with leadership to align customer success initiatives with broader business objectives.
• Provide strategic recommendations based on client feedback, market trends, and performance data.
• Translate client insights into actionable recommendations for Product and R&D teams.

Requirements

• Bachelor’s degree in Business, Marketing, Communications, Management, or a related field (or equivalent combination of education and experience).
• 5+ years of experience in Account Management, Client Services, Customer Success, or a related field, including leadership responsibility.
• Proven success leading and developing high-performing client-facing teams.
• Demonstrated experience in consultative sales, account growth, renewals, upselling, cross-selling, or revenue ownership.
• Strong strategic planning, analytical, and problem-solving skills with the ability to use data to drive decisions.
• Experience implementing scalable customer success or client service processes.
• Excellent communication, presentation, stakeholder management, and relationship-building skills.
• Highly organized, adaptable, proactive, and results-oriented with a continuous improvement mindset.