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About the Role

Define and execute best-in-class Customer Success processes to impact customer experience, retention, and revenue growth. Collaborate with CEO, Sales, Operations, and Product on renewals, revenue growth, product improvements, and issue resolution. This build-and-lead role requires a customer-first mindset with sales or customer success experience in SaaS or startup environments.

Responsibilities

• Drive high-quality pre- and post-sales customer experiences to achieve high net retention, NPS, and upsell.
• Manage the customer renewal process to ensure best-in-class gross retention.
• Develop post-sale playbooks for opportunity identification and upsells using customer data and QBRs.
• Utilize product and user analytics to enhance customer experience.
• Gather and relay customer feedback to inform the product roadmap, acting as the voice of the customer.
• Collaborate with CEO, CTO, Sales, Operations, and Product to achieve customer lifecycle objectives.
• Foster a strong team culture, sentiment, and collaboration.

Requirements

• Proven track record managing pre-sales or post-sales processes at a fast-growing company, or relevant startup experience.
• Deep understanding of key SaaS customer success and retention metrics.
• Experience building and leading successful teams in a SaaS company.
• Strong customer empathy and passion for revenue processes.
• Strong executive presence and ability to influence customer leadership.
• Experience collaborating with cross-functional teams to achieve company objectives.
• Proficiency with Salesforce, Hubspot, and customer analytics software.
• Relentless focus on continuous, data-driven improvement.

Salary/Compensations

• $180,000-$250,000 total cash compensation.

Benefits

• Highly competitive compensation package.

About the Company

• Lightyear develops software revolutionizing telecom management for enterprises. Its platform automates telecom procurement, network inventory, and bill payment, used by companies like Honeywell, Alo Yoga, Palo Alto Networks, and Louis Vuitton. Lightyear has raised nearly $65M from early investors in Roblox, Discord, Coupang, Robinhood, and Flexport.