SVP of Client Success
Lightcast
Full-time
Remote
United States
Customer Success
Lightcast is seeking a results-driven, strategically minded SVP of Client Success to define the next era of workforce intelligence partnerships. This senior leadership role offers the opportunity to shape how Lightcast sustains long-term client relationships, turns insights into measurable impact, and drives growth in a competitive data marketplace.
As a key member of the go-to-market organization, the SVP will not only scale a high-performing team but also serve as the diagnostician of client health—analyzing adoption patterns, identifying risks before they materialize, and prescribing strategies that ensure renewal, expansion, and gross revenue retention (GRR) across global segments. You will set the standard for how Lightcast translates complex data solutions into client outcomes, embedding insights into the company's overall strategy and decision-making.
Major Responsibilities:
- Strategic Client Success Leadership:
- Define and champion a long-term client success vision that aligns with Lightcast’s growth ambitions, retention targets, and client impact outcomes.
- Own GRR (Gross Revenue Retention) as the primary success metric, with clear accountability for renewals, retention, adoption, and expansion.
- Apply a diagnostic lens to client engagement, translating signals (usage trends, executive sponsorship, competitive pressures) into outcome-based interventions that secure renewal and growth.
- Embed AI enablement into client success programs, ensuring clients maximize adoption of AI-driven insights and internal Client Success teams are enabled with AI-driven tools.
- Build a segmented service delivery model that adapts onboarding, adoption, and retention strategies across enterprise, government, and education markets, ensuring scalable yet tailored engagement.
- Client Engagement and Value Realization:
- Develop and scale programs that ensure clients fully realize value from Lightcast solutions, measured by ROI, adoption rates, and strategic impact.
- Collaborate on a Client Advisory Board in partnership with Product and Marketing to gather actionable feedback and strengthen market alignment.
- Partner cross-functionally with Product, Marketing, and Sales to embed client insights into roadmap priorities, solution positioning, and enablement strategies.
- Diagnose and address value gaps—where adoption lags or ROI is unclear—by re-anchoring engagement to outcomes that matter to executives and end-users.
- Execution and Operational Excellence:
- Lead, coach, and scale a global client success team of 50+, fostering a culture of accountability, ownership, and continuous improvement.
- Establish account health frameworks, renewal playbooks, and proactive risk identification models to ensure early intervention and client stability.
- Drive operational discipline in renewal forecasting, client engagement cadences, and success planning to deliver predictable outcomes.
- Partnership and Expansion Enablement:
- Partner with Sales to ensure seamless execution of renewals and expansions with precise role alignment.
- Build segmented and scalable frameworks for onboarding, adoption, and expansion readiness that can be applied across enterprise, education, and public sector segments.
- Collaborate with Partnerships to ensure joint solutions deliver value and support client retention.
- Organizational Leadership and Collaboration:
- Serve as a key voice in enterprise-wide planning, bringing the client perspective into company strategy and decision-making.
- Champion a client-first culture across Lightcast by reinforcing that retention and long-term impact are shared responsibilities.
- Serve as an internal and external spokesperson for Lightcast’s commitment to client value, outcomes, AI-enabled service models, and partnership excellence.
Education and Experience:
- 6+ years of progressive leadership in client success, account management, or customer experience, including 3+
- years in executive roles at a high-growth, B2B software or DaaS company.
- Proven success in improving and sustaining gross revenue retention (GRR) at a global scale.
- Experience building and leading distributed client success organizations (50+) across multiple industries and verticals.
- Preferred experience serving at least two of the following segments: enterprise, government, or education, with
- ability to adapt delivery models across these markets.
- Demonstrated success designing client success strategies that drive measurable outcomes—such as retention,
- NPS/CSAT improvements, adoption metrics, and expansion opportunities.
- Strong preference for candidates with domain expertise in data-as-a-service, labor market analytics, or
- workforce intelligence.
- Bachelor’s degree required; advanced degree in business, analytics, or a related field preferred.
Lightcast is a global leader in labor market insights with headquarters in the US and 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 of thought. 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.