This position is responsible for managing retention, renewals, and long-term account growth for a designated group of higher education clients. The Account Manager / Customer Success Manager acts as the primary post-sale contact, ensuring successful renewals, contract continuity, and long-term value delivery across annual and multi‑year agreements.

You will work closely with institutions to drive product adoption, communicate ongoing value, and lead renewal planning through structured account strategies, QBRs, and value reviews. The role is consultative, commercially focused, and centered on safeguarding and expanding revenue through strong client partnerships.

Major Responsibilities
• Retention and Renewal Ownership
• Manage retention and renewal outcomes for a defined portfolio, directly responsible for renewal performance and preventing churn.
• Develop renewal strategies well before contract expiration, including value communication, usage assessment, pricing discussions, and renewal recommendations.
• Oversee and negotiate renewals for both annual and multi‑year contracts, collaborating with Sales and Legal when necessary.
• Identify renewal risks early and address them through proactive planning and stakeholder engagement.

• Account Strategy and Relationship Management
• Build trusted relationships with key client stakeholders, including executive and institutional leaders.
• Lead structured account planning such as QBRs, success plans, and future roadmaps aligned with renewal goals.
• Anticipate client needs and guide institutions in using data and analytics to meet strategic objectives.

• Customer Success and Adoption
• Ensure effective onboarding, adoption, and time-to-value to drive long-term retention.
• Monitor account health and usage patterns, stepping in when engagement or results decline.
• Work cross-functionally to resolve issues that could impact renewals or long-term satisfaction.

• Growth and Expansion
• Identify and pursue expansion, cross-sell, and upsell opportunities that align with client priorities.
• Support expansion efforts while maintaining responsibility for the overall client relationship.

Success in this role means:
• Renewals are proactive and well-planned.
• Clients clearly understand the value they receive.
• Renewal discussions are calm, informed, and focused on outcomes.
• Accounts remain loyal, grow, and renew with confidence.

Education and Experience
• At least 3 years of experience in Customer Success, Account Management, or a combined CSM/AM role within a SaaS or technology environment.
• Proven experience managing renewals and retention, including planning and pricing discussions.
• Strong preference for experience with annual and multi‑year contracts.
• Experience supporting higher education or similarly complex, relationship-driven clients is preferred.
• Excellent communication, negotiation, and relationship‑building skills.
• Comfortable using data, reporting, and presentations to support renewal and account strategy.
• Highly organized, proactive, and accountable for results.

Lightcast is a global leader in labor market insights, headquartered in Moscow, Idaho, with additional offices in the United Kingdom, Europe, and India. We partner with organizations across six continents to support economic mobility and prosperity by providing the insights needed to strengthen people, institutions, businesses, and communities.

Lightcast is an equal opportunity employer and does not discriminate based on any federally protected status. We value diverse perspectives and encourage professionals from all backgrounds to join us and bring their authentic selves to work.