About the Role
Lemonlight is looking for a senior Customer Success Manager to protect and improve the customer experience across the full lifecycle of every project. This is a hands-on, senior role where you'll own customer health, project health, and service quality directly, working side-by-side with our production and client-facing teams to make sure every client feels informed, supported, and confident in our process.
About Lemonlight
Lemonlight is a full-service video production agency that makes performance-driven video for brands like Amazon, Comcast, and Rolex. Seven-time Inc. 5000 honoree, lean and fast-moving, and a genuinely great place to do the best work of your career.
Core Responsibilities
Customer Support
- Maintain visibility into account health, client satisfaction, escalations, project pacing, and overall customer experience
- Support team members in navigating challenging client situations and high-priority accounts
- Ensure customers receive proactive communication and a high-touch experience throughout the production lifecycle
- Partner with Sales to support customer retention efforts, account transitions, wrap meetings, and renewal visibility
- Help ensure continuity and alignment between Sales, Client Services, and Production teams
Reporting & Accountability
- Track and report on customer satisfaction, retention, escalations, project pacing, and team performance metrics
- Maintain reporting dashboards and operational visibility for leadership
- Drive accountability around communication standards, customer experience, and operational excellence
- Provide leadership with regular updates on risks, trends, and team performance
Cross-Functional Collaboration
- Partner with producers and internal teams to resolve issues and keep work on track
- Support escalation and conflict resolution across teams and customers
- Share insight, mentorship, and best practices with peers (this is a senior seat — we expect you to raise the bar around you, even without direct reports)
- Provide leadership with visibility into account risks, trends, and pacing
Qualifications
- 5–8+ years in Customer Success, Account Management, Client Services, or Agency Services
- Senior, hands-on individual contributor who has personally owned a book of accounts
- Experience in a creative agency, video production, marketing, or media environment
- Strong account ownership, communication, organization, and stakeholder skills
- Comfortable juggling multiple accounts and competing priorities simultaneously
- Familiarity with Monday.com, HubSpot, Salesforce, or similar PM/CRM tools
- Team lead or people-management experience is a plus
Success Metrics
- Client satisfaction and retention
- Reduction in escalations and customer issues
- Project pacing and proactive issue identification
- Consistency and quality of client communication
- Effective cross-functional collaboration
Benefits
- Benefits: Medical, Dental, Vision, Life
- 401K
- Unlimited Paid Time Off
- Flexible work hours
- Company sponsored events and happy hours
- Casual dress
- Office snacks and drinks
Salary Range
$80,000 — $120,000
