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Job Description
Practice Leader, Client Success Lumelight - 1.0 Pikesville, MD Job Details Full-time $150,000 a year 15 hours ago Benefits Disability insurance Health insurance Dental insurance 401(k) Flexible spending account Paid time off Employee assistance program Vision insurance 401(k) matching Life insurance Qualifications Managing customer accounts Customer retention strategy Team leadership Coaching Account management Full Job Description About the
Role:
The Practice Leader, Client Success will build and scale a Client Success function from the ground up. This role is a player/coach responsible for defining the vision, operating model, and execution of Client Success across the organization. This leader will establish how Lumelight drives client value, retention, and expansion, while building the team, processes, and metrics required to scale. First 6-12 months : Define & Stand Up the Function Establish a clear Client Success charter aligned to Lumelight's value proposition Define engagement model (who gets CS, when, and how) Segment client base and identify initial coverage strategy Design the Operating Model Define what "Client Success" means at Lumelight Create standardized client lifecycle engagement model Design and implement QBR framework Build the KPI Framework Define success metrics: Retention (gross/net) Expansion / upsell Client health scoring Adoption / engagement Implement reporting and visibility mechanisms Deliver as a Player/Coach Personally manage a portfolio of key clients Lead strategic accounts and high-impact engagements Model best-in-class client engagement behaviors Develop the Growth Roadmap Define phased hiring plan Establish role definitions (CSMs, Account Mgmt, etc.) Build scalable processes and enablement
Minimum Qualifications :
8-12+ years in Client Success, Account Management, or Customer Experience Proven experience building or scaling a Client Success function Experience in a player/coach role Track record of driving: Retention Expansion Client satisfaction at scale
Preferred Qualifications :
Experience in data, analytics, or tech-enabled services Background in PE-backed or high-growth environments Exposure to complex client implementations
Responsibilities :
A. Client Success Strategy & Definition Define Lumelight's Client Success philosophy and scope Clarify ownership across:
Sales (Prospect Contracting Closed/Won) Client Success (post-sale value realization) Operations (delivery) Establish clear handoffs and accountability B.
Client Engagement Model Define:
Which clients receive CS support (segmentation model) Engagement cadence (onboarding, ongoing, QBRs) Standard playbooks by client tier Create a repeatable client journey C. QBR & Value Realization Design and roll out Quarterly Business Review (QBR) framework: Business outcomes ROI/value delivered Product adoption insights Growth opportunities Ensure every strategic client has a clear value narrative D. KPI & Performance Management Establish and track: Retention (GRR / NRR) Expansion revenue Client health scores Time-to-value Build dashboards providing visibility to: Leadership Client Success team E.
Cross-Functional Alignment Partner with:
Sales (handoff, expansion) Operations (delivery execution) Product/Data (feedback loop) Eliminate friction across the end-to-end client lifecycle F. Team Building & Leadership Hire and develop Client Success Managers (CSMs) Define roles, competencies, and career paths Establish performance standards and coaching model
Skills :
Builder Mindset Has created structure where none existed Comfortable operating in ambiguity Operator Can translate strategy into process, metrics, and execution Strong bias toward action and accountability Client Leader Exceptional executive presence with clients Proven ability to build trusted advisor relationships Commercial Acumen Understands how Client Success drives revenue and margin Comfortable identifying and leading expansion opportunities Success Profile (What Good Looks Like) Within 12 months: Client Success function is clearly defined and operationalized KPI framework is in place with consistent reporting QBRs are standardized and driving client engagement Initial team is hired and performing Measurable improvement in: Retention Expansion revenue Client visibility
Work Environment:
This position is a remote position within approved Lumelight states. This job operates in a professional office environment, whether in person or remotely. This role routinely uses standard office equipment such as computers, phones, and printers. E quipment will be provided to you.
Benefit Offerings:
Medical, Dental and Vision Benefits Health Savings and Flexible Spending Account Options 401(k) with Automatic Company Contribution Employee Assistance Program Company-paid Life and Disability Insurance Paid Time Off We are currently recruiting from the following states: Arizona (AZ), Florida (FL), Georgia (GA), Indiana (IN), Iowa (IA), Kentucky (KY), Louisiana (LA), Maryland (MD), Michigan (MI), Minnesota (MN), Missouri (MO), Nebraska (NE), Nevada (NV), New Mexico (NM), North Carolina (NC), North Dakota (ND), Ohio (OH), Pennsylvania (PA), South Carolina (SC), Tennessee (TN), Texas (TX), and Utah (UT). Lumelight, LLC. is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
