Job Description:

About the Role:

We're seeking a strategic and empathetic Customer Engagement Principal to lead relationships with our most valued Lighthouse customers. You will serve as a trusted advisor and internal advocate, ensuring customers unlock the full power of company's ecosystem while influencing product and experience strategy.

Lighthouse operates in startup mode within a matrixed organization. We move fast, test and learn, and step in wherever customers need us most. In Lighthouse, your core focus will be customer success and engagement. At the same time, you will take on additional customer-focused initiatives and special projects as needed, helping shape programs, influence cross-functional strategy, and drive broader impact across the organization.

This is not a traditional account management role, but a dynamic leadership opportunity for someone who thrives in ambiguity, is comfortable operating without a rigid playbook, and is energized by building strong executive relationships while driving meaningful impact.

What You'll Do:

Customer Champion & Trusted Advisor

• Own and deepen relationships with key Lighthouse customers, serving as their primary point of contact.
• Advocate internally to reduce friction, remove roadblocks, and influence product and experience improvements.
• Develop and execute engagement strategies aligned to customer outcomes and business priorities.

Startup Operator in a Matrixed Org

• Operate with agility in a fast-paced, evolving environment.
• Step beyond defined responsibilities to support broader customer-focused initiatives and strategic projects.
• Navigate and influence across a complex, cross-functional organization to deliver results.

Growth & Retention Strategist

• Identify expansion opportunities by uncovering unmet customer needs.
• Strategically connect customers to the breadth of the company's ecosystem to streamline operations and fuel growth.
• Drive retention through proactive engagement and value realization.

Strategic Outreach & Program Growth

• Partner with analytics to identify high-value prospects.
• Design and execute thoughtful, multi-channel outreach strategies to grow Lighthouse participation.

Cross-Functional Leadership

• Collaborate closely with Product, Marketing, Sales, Analytics, and other stakeholders.
• Influence roadmap discussions and advocate for Lighthouse priorities.
• Align teams around shared customer outcomes.

Data-Driven Operator

• Leverage data and insights to inform strategy, measure engagement effectiveness, and drive continuous improvement.
• Maintain rigorous tracking of customer touchpoints, commitments, and next steps.

What You Bring:

Customer Obsession

You are deeply committed to understanding customer needs and consistently exceeding expectations, especially at the executive level.

Comfort in Ambiguity & Startup Energy

You thrive in fast-moving environments, take initiative without waiting for direction, and are energized by building while scaling.

Strategic & Commercial Acumen

You have strong business instincts and a track record of driving measurable growth, retention, and customer impact.

Influence in a Matrixed Environment

You know how to lead without authority, align diverse stakeholders, and move complex initiatives forward.

Executive Communication Skills

You communicate clearly and persuasively, translating complex ideas into compelling narratives for senior audiences.

Industry Expertise

Experience in SaaS and/or financial technology environments, with an understanding of subscription models, product-led growth, and customer lifecycle management.

Experience:

• 7+ years in a senior customer-facing role (Strategic Account Management, Customer Success, Sales Engineering, or similar).
• Proven success driving growth, retention, and strategic customer outcomes.
• Bachelor's degree in Business, Marketing, Finance, or a related field.

Nice to Have:

• Experience with CRM systems (e.g., Salesforce, HubSpot)
• Solutions consulting experience