Sr. Vice President of Client Success - 948

Major Responsibilities:

• 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.
• 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.
• 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.
• Partner with Sales to ensure seamless execution of renewals and expansions with clear 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.
• 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.
• Preferred experience serving at least two of the following segments: enterprise, government, or education, with ability to adapt delivery models across these markets.
• 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.
• 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.