Customer Success Manager II (Account Manager II)

About the Role

The Customer Success Manager II (AM II) serves as a trusted advisor and subject matter expert for an assigned customer portfolio. This role owns the full customer lifecycle, helping customers achieve measurable business outcomes through Lightcast products and services while driving retention, renewals, and account growth. The ideal candidate brings a consultative mindset and can assess customer needs, develop success plans, demonstrate value and ROI, and translate results into compelling data stories.

• Build trusted customer relationships through proactive, consistent engagement and a strong understanding of each customer’s goals, challenges, and priorities.
• Serve as a strategic advisor by conducting business assessments and recommending solutions aligned with customer needs and desired outcomes.
• Engage stakeholders at multiple levels to identify risks, opportunities, and changing business needs.

• Develop and manage customer success plans with clear goals, milestones, responsibilities, and measures of success.
• Monitor product adoption, engagement, account health, and progress toward customer outcomes.
• Proactively address risks and barriers to adoption, value realization, or renewal.
• Demonstrate the impact and ROI of Lightcast products and services through value storytelling, strategic presentations, and business reviews.
• Coordinate onboarding and accelerate customer time-to-value in partnership with internal teams.

• Own the full renewal lifecycle, including early planning, value confirmation, pricing discussions, negotiation, contracting, forecasting, and closing.
• Maintain consistent commercial conversations throughout the customer lifecycle. Identify and execute cross-sell and upsell opportunities by connecting customer needs to appropriate solutions.
• Navigate rate changes, contract terms, budgets, and purchasing processes while balancing customer and company objectives.
• Maintain accurate account plans, renewal forecasts, activity records, and opportunity documentation.

• Collaborate with Sales, Product, Support, Services, and other internal teams to resolve customer needs and deliver a seamless experience.
• Manage multiple accounts, renewal timelines, commitments, and competing priorities in a fast-paced, results-driven environment.
• Consistently follow through on customer actions, risks, and opportunities.
• Share customer insights and feedback to improve products, services, and the overall customer experience.
• Adapt to changing customer needs, business priorities, products, and processes while continuously building industry and product expertise.
• Set specific goals, coordinate the successful onboarding, and measure account health according to established targets. Ensure customers achieve fast time-to-value. Keep clients engaged and regularly using our product and services.