About the role
The Account Manager I (UK) is responsible for building and maintaining strong customer relationships, helping customers achieve their goals and maximise value from Lightcast solutions. They proactively manage customer outcomes, adoption, account health, and renewals while identifying opportunities for account growth through cross-sell and upsell. Working closely with internal teams, they serve as a trusted advisor to customers and help deliver an exceptional customer experience.
Major Responsibilities
Customer Strategy and Relationships
- Build trusted customer relationships through proactive, consistent engagement and a strong understanding of each customer’s goals, challenges, and priorities.
- Serve as a strategic advisor by conducting business assessments and recommending solutions aligned with customer needs and desired outcomes.
- Engage stakeholders at multiple levels to identify risks, opportunities, and changing business needs.
- Customer Outcomes and Value
- Develop and manage customer success plans with clear goals, milestones, responsibilities, and success measures.
- Monitor product adoption, engagement, account health, and progress toward customer outcomes.
- Proactively address risks and barriers to adoption, value realisation, or renewal.
- Demonstrate the impact and ROI of Lightcast products and services through value storytelling, strategic presentations, and business reviews.
- Coordinate onboarding and accelerate customer time-to-value in partnership with internal teams.
- Renewals and Account Growth
- Own the full renewal lifecycle, including early planning, value confirmation, pricing discussions, negotiation, contract execution, forecasting, and closing.
- Maintain consistent commercial conversations throughout the customer lifecycle.
- Identify and execute cross-sell and upsell opportunities by matching customer needs to the right solutions.
- Navigate price changes, contract terms, budgets, and purchasing processes while balancing customer and company objectives.
- Maintain accurate account plans, renewal forecasts, activity records, and opportunity documentation.
- Cross-Functional Execution
- Collaborate with Sales, Product, Support, Services, and other internal teams to resolve customer needs and deliver a seamless experience.
- Manage multiple accounts, renewal timelines, commitments, and competing priorities in a fast-paced, results-driven environment.
- Consistently follow through on customer actions, risks, and opportunities.
- Share customer insights and feedback to improve products, services, and the overall customer experience.
- Adapt to changing customer needs, business priorities, products, and processes while continuously building industry and product expertise.
Education and Experience
- 2+ years of experience in customer success, account management, consultative sales, or a related customer-facing role.
- Experience within a SaaS, DaaS, technology, data, or subscription-based environment.
- Experience managing the full customer lifecycle, adoption, account health, renewals, and expansion.
- Demonstrated ownership of renewals, including value confirmation, pricing, negotiation, contract execution, and closing.
- Experience conducting business assessments, developing customer success plans, and communicating measurable outcomes and ROI.
- Strong consultative, relationship-building, presentation, negotiation, and value-storytelling skills.
- Ability to uncover customer needs, connect challenges to solutions, and influence stakeholders at multiple levels.
- Strong analytical, organisational, and problem-solving skills.
- Ability to manage multiple competing priorities and maintain a high level of customer activity.
- Proficiency with Google Workspace, Excel, PowerPoint, CRM platforms, and customer success tools.
- A continuous learner focused on creating sustainable, mutually beneficial outcomes for customers and the company.
Lightcast is a global leader in labor market insights, headquartered in Moscow, ID (US), with offices in the United Kingdom, Europe, and India. We work with partners across six continents to help drive economic prosperity and mobility by providing the insights needed to build and develop our people, our institutions, companies, and communities.
Lightcast is proud to be an equal opportunity workplace and does not discriminate on the basis of federally protected statuses. Lightcast has always been, and always will be, committed to diversity of thought and unique perspectives. We seek dynamic professionals from all backgrounds to join our teams, and we encourage our employees to bring their authentic, original, and best selves to work.