Account Manager, Customer Success – Retention & Renewals

Job Description:
• Own retention and renewal outcomes for a defined book of business, with direct accountability for renewal rates and churn prevention.
• Lead renewal strategy well in advance of contract end dates, including value articulation, usage analysis, pricing discussions, and renewal recommendations.
• Manage and negotiate renewals across annual and multi-year contracts, partnering with Sales and Legal as needed to close agreements.
• Identify and mitigate renewal risk early through proactive account planning and stakeholder engagement.
• Build trusted advisor relationships with key client stakeholders, including executive and institutional decision-makers.
• Lead structured account planning, including QBRs, success plans, and forward-looking roadmaps tied to renewal outcomes.
• Anticipate client needs and guide institutions in leveraging data and analytics to achieve strategic goals.
• Ensure successful onboarding, adoption, and time-to-value to support long-term retention.
• Monitor account health and usage trends, intervening when engagement or outcomes fall below expectations.
• Partner cross-functionally to resolve issues that could impact renewal or long-term account health.
• Identify and advance expansion, cross-sell, and upsell opportunities aligned to client needs and institutional priorities.
• Support expansion conversations while maintaining ownership of the overall client relationship.

Requirements:
• 3+ years of experience in a Customer Success, Account Management, or hybrid CSM/AM role within a SaaS or technology environment.
• Demonstrated experience owning renewals and retention, including renewal planning and pricing discussions.
• Experience managing annual and multi-year contracts strongly preferred.
• Experience supporting higher education or similarly complex, relationship-driven customers preferred.
• Strong communication, negotiation, and relationship-management skills.
• Comfortable using data, reporting, and presentations to support renewal and account strategy conversations.
• Highly organized, proactive, and accountable for outcomes.

Benefits:
• 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.

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