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