Customer Success Manager
Customer Success Manager
Role Overview
As a Customer Success Manager at LightSource, you will own the customer lifecycle from post-contract close to renewal, fostering strong relationships with mid-management procurement professionals and influencing senior leaders like Chief Procurement Officers (CPOs) to accelerate LightSource adoption.
You'll join a dynamic and rapidly growing Customer Success team that is agile, entrepreneurial, and passionate about driving meaningful impact in procurement. Reporting to the Director of Deployment Strategy, you'll have access to mentorship from industry leaders redefining procurement operations.
Core Responsibilities
Customer Engagement and Relationship Management
Build and nurture relationships: Develop strong partnerships with category management teams, procurement leaders, and other cross-functional teams (e.g., engineering, quality, finance, NPI) for customers where LightSource is successfully deployed
Manage deployment: Spearhead LightSource deployment for mid-market customers under the supervision of a Deployment Strategist.
Manage onboarding: Lead the onboarding process for procurement and supplier teams to ensure seamless adoption of LightSource.
Solution Development and Collaboration
Understand customer needs: Learn procurement best practices and language to tailor solutions that exceed expectations.
Contribute to product management: Manage feature requests and collaborate with LightSource's engineering team to deliver customer-focused innovations.
Revenue Growth and Retention
Analyze and act: Gather intelligence on customer metrics (seats, spend, suppliers, etc.) and develop action plans to maintain customer health.
Identify opportunities: Proactively uncover cross-sell and upsell potential to grow Net Recurring Revenue (NRR).
Customer Success Operations
Take ownership of at least one initiative to enhance the efficiency and effectiveness of the Customer Success function. Potential areas include:
Process Optimization:
Standardize kick-off and deployment processes.
Create industry-specific procurement playbooks and customer support documentation.
Automation and Productivity:
Automate help desk workflows, customer metrics reporting, and product tours.
Implement engagement tools to reengage inactive users.
Customer-Focused Solutions:
Develop offline data intake processes and analytical models for customer insights.
Collaborate with engineering teams to shape the product roadmap based on customer needs.
Strategic Development:
Conduct customer segmentation and create targeted engagement strategies.
Gather competitive intelligence and develop strategies to challenge competitors.
Map customer tech stacks and identify integration opportunities.
Team Growth:
Contribute to the recruiting process to expand the Customer Success team.
Who We Are
LightSource is the next-generation operating system for Procurement. We're building SaaS solutions that empower procurement managers to manage vendors intelligently. Just as Salesforce transformed sales and Workday transformed HR, LightSource is revolutionizing procurement.
Our team consists of passionate individuals with experience at leading organizations like Tesla, Waymo, McKinsey, and Google X. While small, we're ambitious and thrive on tackling complex challenges, learning every day, and having fun along the way.
About You
Key Traits for Success
Ownership mindset with a track record of driving results with minimal supervision.
Creative problem-solver who thrives on crafting innovative solutions.
Excellent interpersonal skills and enjoyment in engaging with external stakeholders.
Intellectually curious and quick to learn new concepts.
Balanced approach to delivering high-quality work at speed.
Required Qualifications
Bachelor's degree.
Preferred Qualifications
Bachelor's Degree in engineering, supply chain management, or operations management.
2–4+ years of experience in procurement, sourcing, or customer success roles.
Proficiency in data analysis (e.g., Excel, optimization software).
Bonus Points
Experience in procurement consulting or private equity value creation.
Familiarity with New Product Introduction (NPI) processes.
Understanding of procurement tech stacks.
Benefits
Competitive base salary with discretionary equity
401(k) plan.
Comprehensive healthcare coverage, including dental and vision.
Generous vacation and sick leave policies.