Manager, Client Success
As a Manager, Client Success at Lighthouse, you will lead a regional team of Client Success Specialists, coaching them to deliver outstanding results for our hotelier clients. Your focus will be on driving key success metrics, including client retention, churn prevention, and upsell performance. This role requires a blend of hands-on leadership and a data-driven approach to ensure both your team and our clients succeed.
Key responsibilities include leading, coaching, and developing a high-performing team of Client Success Specialists, empowering them to grow professionally and achieve their goals. You will take full ownership of your team's key success metrics, including upsell pipelines, churn prevention, and client retention, using data to drive accountability and results. Managing your own book of business, you will oversee the full client lifecycle for a portfolio of key accounts, from seamless onboarding and account setup to building long-term, impactful relationships that drive continuous success.
The ideal candidate will have deep knowledge of the hospitality industry and familiarity with hospitality SaaS solutions. Proven leadership experience with a track record of managing or leading a team is essential. Additionally, experience in a Client Success or Account Management role within a SaaS or tech company is required. A data-driven and commercially-aware mindset, comfortable tracking and acting on metrics like upsells, churn, and retention, is crucial. Exceptional resilience and composure when handling client escalations, along with excellent written and spoken communication skills in English, are also necessary. Legal right to work in Malaysia and an interest in leveraging AI and productivity tools to improve team workflows are important.
Lighthouse offers a flexible working environment, allowing you to work from home or at one of our global offices. We provide flexible time off, giving you autonomy to manage your work-life balance. Our collaborative team consists of high-bar, friendly, creative, and passionate colleagues. Career development is supported through workshops, frameworks, tools, training, and processes to help you realize your full potential. You will have the opportunity to shape products relied on by over 85,000 users worldwide. Competitive compensation is proactively maintained to value your work, and referral bonuses are available for bringing in new talent.
At Lighthouse, we are more than just a workplace – we are a community. Collaborative, fun, and deeply committed, we work hard together to revolutionize the hospitality sector. Our values guide everything we do: pursuit of greatness through innovation and customer success, meaningful work that drives impact, and elevating each other through collaboration and shared goals. We welcome candidates from all backgrounds and encourage individuals to apply even if their experience differs slightly from the description. If you're passionate about what we do and are a quick learner, we'd love to hear from you.