Director, Client Services (Education) - 1058

The Director of Client Services is a strategic, people-centered leader responsible for coaching and developing a high-performing team of account managers who manage client relationships, focusing on long-term success, retention, and expansion.

This leader acts as a strategic leader, guiding account managers while remaining deeply knowledgeable about key client accounts and extending relationships. This role combines high-impact leadership with consultative sales influence, data-driven decision-making, and a growth mindset to drive measurable outcomes. The Director collaborates cross-functionally with senior leadership, product management, business development, marketing, and sales to scale operations, fuel growth, and create lasting client value.

• Strategic leader, coach, and mentor to a team of account managers to deliver best-in-class service and results. Foster a high-performance, feedback-driven culture prioritizing growth, learning, and team development.
• Champion a coaching culture by developing talent, providing regular feedback, and enabling career progression through structured development plans.
• Establish performance expectations, conduct regular 1:1s and team check-ins, and build a continuous learning environment through training, shadowing, and knowledge-sharing.
• Promote leadership at all levels, encouraging innovation, accountability, and a team ownership mindset.

• Own and drive client renewals, upsells, and cross-sells through consultative, value-focused engagement that links business objectives to Lightcast’s solutions.
• Partner closely with the sales team to identify expansion opportunities, co-create proposals, and drive revenue growth.
• Empower account managers to uncover client challenges proactively, positioning our offerings as strategic solutions.
• Ensure a sales-oriented mindset across the team, supported by training on client value articulation, objection handling, and opportunity qualification.

• Define and monitor KPIs that reflect client health and success, including Net Promoter Score (NPS), retention metrics, product adoption, and service utilization.
• Implement scalable, repeatable processes to ensure seamless onboarding, strong product adoption, and long-term value realization.
• Adapt service strategies based on client lifecycle stage and business needs, demonstrating agility and a growth-oriented approach to continuous improvement.

• Use data-driven insights to inform account strategy, team development, and resource planning.
• Regularly assess performance and make informed decisions that align with broader business goals.
• Act as a strategic thought partner across departments, helping to shape go-to-market and product roadmaps with client feedback and market insights.
• Build dashboards and reporting cadences that bring transparency to client health and highlight early signals of risk or opportunity.

• Maintain a deep understanding of client use cases and business contexts; translate insights into actionable recommendations for internal product and R&D teams.
• Lead the team in identifying market trends and unmet needs, influencing the roadmap through thoughtful client feedback.
• Drive innovation by building a culture that encourages creativity, experimentation, and solution-focused thinking in response to evolving client needs.

• 5+ years of experience in Account Management, Client Services, or Customer Success, with a proven track record of managing and growing high-performing teams.
• Demonstrated sales experience, preferably in a consultative or enterprise environment, including responsibility for revenue growth, account expansion, or quota achievement.
• Strong leadership and coaching skills, with a passion for developing people and cultivating a performance-driven, growth-focused team culture.
• Strategic thinker with the ability to align client insights with broader business goals and communicate recommendations clearly to stakeholders.
• Proven ability to implement scalable systems and processes that enhance client engagement and service…