About the Role:The Practice Leader, Client Success will build and scale a Client Success function from the ground up. This role is a player/coach responsible for defining the vision, operating model, and execution of Client Success across the organization. This leader will establish how Lumelight drives client value, retention, and expansion, while building the team, processes, and metrics required to scale.
First 6-12 months:Define & Stand Up the Function- Establish a clear Client Success charter aligned to Lumelight's value proposition
- Define engagement model (who gets CS, when, and how)
- Segment client base and identify initial coverage strategy
Design the Operating Model- Define what "Client Success" means at Lumelight
- Create standardized client lifecycle engagement model
- Design and implement QBR framework
Build the KPI Framework- Define success metrics:
- Retention (gross/net)
- Expansion / upsell
- Client health scoring
- Adoption / engagement
- Implement reporting and visibility mechanisms
Deliver as a Player/Coach- Personally manage a portfolio of key clients
- Lead strategic accounts and high-impact engagements
- Model best-in-class client engagement behaviors
Develop the Growth Roadmap- Define phased hiring plan
- Establish role definitions (CSMs, Account Mgmt, etc.)
- Build scalable processes and enablement
Minimum Qualifications:- 8-12+ years in Client Success, Account Management, or Customer Experience
- Proven experience building or scaling a Client Success function
- Experience in a player/coach role
- Track record of driving:
- Client satisfaction at scale
Preferred Qualifications:- Experience in data, analytics, or tech-enabled services
- Background in PE-backed or high-growth environments
- Exposure to complex client implementations
Responsibilities:A. Client Success Strategy & Definition- Define Lumelight's Client Success philosophy and scope
- Clarify ownership across:
- Sales (Prospect 12 Contracting 12 Closed/Won)
- Client Success (post-sale value realization)
- Operations (delivery)
- Establish clear handoffs and accountability
B. Client Engagement Model- Define:
- Which clients receive CS support (segmentation model)
- Engagement cadence (onboarding, ongoing, QBRs)
- Standard playbooks by client tier
- Create a repeatable client journey
C. QBR & Value Realization- Design and roll out Quarterly Business Review (QBR) framework:
- Business outcomes
- ROI/value delivered
- Product adoption insights
- Growth opportunities
- Ensure every strategic client has a clear value narrative
D. KPI & Performance Management- Establish and track:
- Retention (GRR / NRR)
- Expansion revenue
- Client health scores
- Time-to-value
- Build dashboards providing visibility to:
- Leadership
- Client Success team
E. Cross-Functional Alignment- Partner with:
- Sales (handoff, expansion)
- Operations (delivery execution)
- Product/Data (feedback loop)
- Eliminate friction across the end-to-end client lifecycle
F. Team Building & Leadership- Hire and develop Client Success Managers (CSMs)
- Define roles, competencies, and career paths
- Establish performance standards and coaching model
Skills:Builder Mindset- Has created structure where none existed
- Comfortable operating in ambiguity
Operator- Can translate strategy into process, metrics, and execution
- Strong bias toward action and accountability
Client Leader- Exceptional executive presence with clients
- Proven ability to build trusted advisor relationships
Commercial Acumen- Understands how Client Success drives revenue and margin
- Comfortable identifying and leading expansion opportunities
Success Profile (What Good Looks Like)Within 12 months:- Client Success function is clearly defined and operationalized
- KPI framework is in place with consistent reporting
- QBRs are standardized and driving client engagement
- Initial team is hired and performing
- Measurable improvement in:
- Retention
- Expansion revenue
- Client visibility
Work Environment:This position is a remote position within approved Lumelight states. This job operates in a professional office environment, whether in person or remotely. This role routinely uses standard office equipment such as computers, phones, and printers. Equipment will be provided to you.
Benefit Offerings:- Medical, Dental and Vision Benefits
- Health Savings and Flexible Spending Account Options
- 401(k) with Automatic Company Contribution
- Employee Assistance Program
- Company-paid Life and Disability Insurance
- Paid Time Off
We are currently recruiting from the following states:
Arizona (AZ), Florida (FL), Georgia (GA), Indiana (IN), Iowa (IA), Kentucky (KY), Louisiana (LA), Maryland (MD), Michigan (MI), Minnesota (MN), Missouri (MO), Nebraska (NE), Nevada (NV), New Mexico (NM), North Carolina (NC), North Dakota (ND), Ohio (OH), Pennsylvania (PA), South Carolina (SC), Tennessee (TN), Texas (TX), and Utah (UT). 
