The Director of Client Services is a strategic, people-centered leader responsible for coaching and
developing a high-performing team of account managers who manage client relationships, focusing on
long-term success, retention, and expansion.
This leader acts as a strategic leader, guiding account managers while remaining deeply knowledgeable
about key client accounts and extending relationships. This role combines high-impact leadership with
consultative sales influence, data-driven decision-making, and a growth mindset to drive measurable
outcomes. The Director collaborates cross-functionally with senior leadership, product management,
business development, marketing, and sales to scale operations, fuel growth, and create lasting client
value.
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
- 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
