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Posted 5 months ago
Requirements and responsibilities
The Company: Lightyear builds software that is revolutionizing how enterprises buy, manage, and optimize telecom — one of the largest and most complex categories of enterprise spend. Lightyear’s platform helps IT and procurement teams automate telecom procurement, network inventory management, and expense management across hundreds or thousands of locations. Lightyear is trusted by leading enterprises including Honeywell, Alo Yoga, Palo Alto Networks, and Louis Vuitton, and has raised over $60M from the first investors in Roblox, Discord, Coupang, Robinhood, and Flexport as it scales toward becoming the system of record for enterprise telecom.The Position: As a Founding Customer Success Manager (CSM), you will own the post-sale customer experience for a portfolio of enterprise customers, sitting at the intersection of customers, product, and go-to-market teams. You’ll guide customers through the full lifecycle with a focus on onboarding, adoption, renewals, and identifying and driving expansion opportunities tied to measurable customer outcomes and long-term revenue growth. As the first dedicated CSM hire, you will help define and execute the foundational playbooks, tooling, and engagement model that scale Lightyear’s customer success motion. You’ll operate with a high degree of ownership and comfort in an evolving environment, where you are helping define best practices rather than inheriting them. This role is designed to grow into the right hand of the Head of Customer Success, with clear ownership, visibility to leadership, and a path toward senior CSM or CS leadership responsibilities as the team scales. This position will be full-time and fully remote with competitive total cash compensation ranging from $120–145k based on experience, plus additional equity compensation.Key ResponsibilitiesOwn senior relationships with IT leaders, procurement teams, and other key customer stakeholders, serving as a strategic partner rather than a reactive support resourceLead onboarding, training, and enablement to ensure customers achieve early value and sustained adoption of the Lightyear platformMeasure, analyze, and communicate customer impact using product analytics and financial metrics, including ROI analyses, executive-ready reporting, and customer case studiesDevelop and lead quarterly business reviews that synthesize customer goals, usage data, and financial impact into clear executive narrativesOwn customer renewals and directly influence GDR and NDR by proactively identifying risk and leading expansion opportunities in partnership with SalesAdvocate for customers internally by translating qualitative feedback and quantitative insights into clear recommendations that influence product and operational decisionsIdeal Qualifications2+ years of experience in Customer Success, Account Management, or a customer-facing post-sales role at a B2B SaaS or technology-enabled companyExperience owning renewals, expansions, or a book of business for mid-market or enterprise customersProven ability to operate with high velocity, balancing hands-on execution with strategic thinking in a fast-paced environmentStrong communication, presentation, and relationship-building skills, with comfort engaging senior customer stakeholdersComfort operating in ambiguous environments with limited precedent, and a bias toward ownership and continuous improvementBonus if located in Austin (Hiring Manager is based in Austin), and open to periodic travel for customer meetings and team collaborationThis is a true founding role for someone who wants to shape how Customer Success is done from the ground up, owning customer outcomes, driving revenue impact, and helping build the systems and practices that will define Customer Success at Lightyear as the company scales.
Optionally, you can add more information later (benefits, pre-screening questions, etc.)