Customer Success Manager

About This Role

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 directly to our VP of Customer Success, you’ll have access to mentorship from industry leaders redefining procurement operations.

Core Responsibilities

• Build and nurture relationships: Develop strong partnerships with category management teams, procurement leaders, and other cross-functional teams (e.g., engineering, quality, finance, NPI).
• Manage onboarding: Lead the onboarding process for procurement and supplier teams to ensure seamless adoption of LightSource.
• 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.
• 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 and create industry-specific procurement playbooks and customer support documentation.

Automation and Productivity: Automate help desk workflows, customer metrics reporting, and product tours. Help implement engagement tools to reengage inactive users.

Customer-Focused Solutions: Develop offline data intake processes and analytical models for customer insights, and collaborate with the engineering team to shape the product roadmap based on customer needs.

Strategic Development: Conduct customer segmentation and create targeted engagement strategies while gathering 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

• 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.
• Balanced approach to delivering high-quality work at speed

Qualifications

• Bachelor’s Degree in a STEM field, 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)
• Experience in procurement consulting or private equity value creation (Bonus!)
• Familiarity with New Product Introduction (NPI) processes (Bonus!)
• Understanding of procurement tech stacks (Bonus!)

Benefits

• Competitive comp package including equity
• Comprehensive healthcare coverage, including dental and vision
• Generous vacation and sick leave policies