Customer Success Manager
Salary undisclosed
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Department: Customer Experience
Location: Remote, US
We're looking for a strategic, customer-centric professional with experience in marketing, creative, or content operations to join our Customer Success Team as a Customer Success Manager (CSM). As a trusted advisor, you will help in-house creative and content teams streamline their workflows, improve collaboration, and maximize efficiency using Lytho's platform. You will drive engagement, adoption, and measurable success, ensuring our customers achieve their goals while identifying opportunities for growth and expansion.
This role is perfect for someone who understands the unique challenges of creative operations, content workflows, and brand management—and is passionate about helping teams work smarter, not harder.
What you'll do here:
- Maintain a strong working knowledge of the product, as well as understanding industry best practices in order to provide strategic guidance in delivering solutions.
- Be the post-onboarding point of contact for customers throughout their partnership with Lytho, ensuring ongoing success and retention.
- Ensure awareness of new product features relevant to our customers' business goals, workflows, usage of the application, and previous feedback from their teams.
- Conduct business reviews to demonstrate ROI and showcase how Lytho supports their goals in content planning, creative collaboration, and campaign execution.
- Create and manage Success Plans with defined and measurable outcomes.
- Proactively identify and mitigate risks, ensuring customer retention and long-term satisfaction.
- Encourage customer growth by identifying upsell and cross-sell opportunities that align with customer needs, drive additional value, and deepen adoption of the full Lytho platform.
- Assist in the development and delivery of webinars, training sessions, and other educational customer interactions to drive adoption and deepen engagement.
- Document customer feedback related to new features, enhancements and pain points, serving as the voice of the customer to Product, Marketing, and Leadership.
- Passion for delivering brilliant customer service and improving content and creative operations.
- A minimum of 1 year of relationship management, account management, or similar role focused on customer engagement, retention, and growth.
- A strategic mindset, capable of identifying customer pain points, interpreting trends in data, and offering solutions tailored to creative and content teams.
- Ability to develop relationships across different levels in a customer's organization, from end-user up to executive level, and ability to determine who
key stakeholders and decision makers are in the company. - Excellent communication and outreach skills, responding rapidly to customer inquiries, and drafting concise and informative e-mails.
- Outstanding organizational and problem-solving skills, with the ability to manage multiple accounts and priorities.
- Passion for people: love working with, talking to, and interacting with people through all means of communication, including your teammates and other coworkers.
- Familiarity with customer success software such as Gainsight.
We know that our people are what make us great! We continue to invest in resources and programs to support the wellbeing and growth of each Lythonian, both professionally and personally.
Benefits: We offer diverse benefits to support the health, wellbeing, and futures of our people and their loved ones, including: unlimited PTO; paid parental leave; paid gender transition leave; "Summer Fridays" (half-days on Fridays during the summer months); medical, dental, vision, disability, life, and accident insurance; EAP services; and 401K with match.
Remote Work & Flexibility: We are a "Remote First" workplace, where Lythonians have the flexibility and autonomy to balance work and personal needs. We care about the work you deliver, not the hours you spend online.
Room for Growth: We love to see our team grow and thrive! In our current stage of rapid growth, there are plenty of opportunities to develop in your career and/or learn new skills.
Values We Live By: Our overarching value is "Let People Run", and this guides every decision we make. We recognize that people perform their best when they are provided the resources they need in combination with ownership and autonomy to make an impact!
Diversity & Inclusion: We don't just accept differences, we celebrate them! We are a diverse group with people from all over the world, and our priority is to foster a safe and welcoming environment for all. We have a dedicated committee that focuses on diversity, equity, and inclusion at Lytho and have implemented initiatives such as creating a gender transition leave policy and including Juneteenth as a company holiday.
Lean In Circle: We offer Lythonians who identify as women (or allies of women!) the opportunity to come together to create connections, receive peer mentorship, inspiration, and build leadership skills.
Department: Customer Experience
Location: Remote, US
We're looking for a strategic, customer-centric professional with experience in marketing, creative, or content operations to join our Customer Success Team as a Customer Success Manager (CSM). As a trusted advisor, you will help in-house creative and content teams streamline their workflows, improve collaboration, and maximize efficiency using Lytho's platform. You will drive engagement, adoption, and measurable success, ensuring our customers achieve their goals while identifying opportunities for growth and expansion.
This role is perfect for someone who understands the unique challenges of creative operations, content workflows, and brand management—and is passionate about helping teams work smarter, not harder.
What you'll do here:
- Maintain a strong working knowledge of the product, as well as understanding industry best practices in order to provide strategic guidance in delivering solutions.
- Be the post-onboarding point of contact for customers throughout their partnership with Lytho, ensuring ongoing success and retention.
- Ensure awareness of new product features relevant to our customers' business goals, workflows, usage of the application, and previous feedback from their teams.
- Conduct business reviews to demonstrate ROI and showcase how Lytho supports their goals in content planning, creative collaboration, and campaign execution.
- Create and manage Success Plans with defined and measurable outcomes.
- Proactively identify and mitigate risks, ensuring customer retention and long-term satisfaction.
- Encourage customer growth by identifying upsell and cross-sell opportunities that align with customer needs, drive additional value, and deepen adoption of the full Lytho platform.
- Assist in the development and delivery of webinars, training sessions, and other educational customer interactions to drive adoption and deepen engagement.
- Document customer feedback related to new features, enhancements and pain points, serving as the voice of the customer to Product, Marketing, and Leadership.
- Passion for delivering brilliant customer service and improving content and creative operations.
- A minimum of 1 year of relationship management, account management, or similar role focused on customer engagement, retention, and growth.
- A strategic mindset, capable of identifying customer pain points, interpreting trends in data, and offering solutions tailored to creative and content teams.
- Ability to develop relationships across different levels in a customer's organization, from end-user up to executive level, and ability to determine who
key stakeholders and decision makers are in the company. - Excellent communication and outreach skills, responding rapidly to customer inquiries, and drafting concise and informative e-mails.
- Outstanding organizational and problem-solving skills, with the ability to manage multiple accounts and priorities.
- Passion for people: love working with, talking to, and interacting with people through all means of communication, including your teammates and other coworkers.
- Familiarity with customer success software such as Gainsight.
We know that our people are what make us great! We continue to invest in resources and programs to support the wellbeing and growth of each Lythonian, both professionally and personally.
Benefits: We offer diverse benefits to support the health, wellbeing, and futures of our people and their loved ones, including: unlimited PTO; paid parental leave; paid gender transition leave; "Summer Fridays" (half-days on Fridays during the summer months); medical, dental, vision, disability, life, and accident insurance; EAP services; and 401K with match.
Remote Work & Flexibility: We are a "Remote First" workplace, where Lythonians have the flexibility and autonomy to balance work and personal needs. We care about the work you deliver, not the hours you spend online.
Room for Growth: We love to see our team grow and thrive! In our current stage of rapid growth, there are plenty of opportunities to develop in your career and/or learn new skills.
Values We Live By: Our overarching value is "Let People Run", and this guides every decision we make. We recognize that people perform their best when they are provided the resources they need in combination with ownership and autonomy to make an impact!
Diversity & Inclusion: We don't just accept differences, we celebrate them! We are a diverse group with people from all over the world, and our priority is to foster a safe and welcoming environment for all. We have a dedicated committee that focuses on diversity, equity, and inclusion at Lytho and have implemented initiatives such as creating a gender transition leave policy and including Juneteenth as a company holiday.
Lean In Circle: We offer Lythonians who identify as women (or allies of women!) the opportunity to come together to create connections, receive peer mentorship, inspiration, and build leadership skills.