Senior Director, Customer Success

Senior Director, Customer Success

Lambent — Smart Space Planning & Occupancy Analytics SaaS

Hire Scope has partnered with Lambent ( ) to hire a Senior Director, Customer Success.

Lambent is a Boston-based AI-driven SaaS company transforming how organizations understand and optimize their physical spaces. Our Lambent Spaces platform delivers continuous occupancy and utilization analytics by harnessing existing Wi‑Fi and sensor data, no new hardware required, giving corporate real estate and higher education leaders actionable insights to make smarter decisions about space planning, utilization, and capital allocation.

Today’s workplace and campus environments are rapidly evolving. Organizations are under pressure to reduce under utilization, improve workplace experience, and right‑size real estate portfolios with real data, not guesswork. Lambent’s software empowers customers to visualize occupancy trends, validate space usage, resolve conflicts with evidence, and optimize operations across entire portfolios in real time.

We are passionate about building a product that is privacy‑centric, scalable, and immediately impactful—bringing clarity to the most complex space planning challenges of the modern enterprise.

As Senior Director of Customer Success, you will lead and scale Lambent’s post‑sales customer lifecycle function during a critical growth phase.

This is a player–coach role where you’ll drive outcomes personally with enterprise accounts, while also defining and implementing a scalable Customer Success strategy. You’ll shape processes that increase retention, foster deep adoption of Lambent’s product, and create predictable expansion and value delivery for our customers.

Own the Customer Lifecycle (Hands‑On)

• Build and strengthen strategic relationships with customer stakeholders.
• Lead onboarding, adoption planning, QBRs, success reviews, and ongoing success motions.
• Personally manage key accounts to ensure value delivery and mitigate churn risk.
• Translate usage signals into clear, actionable customer outcomes.

Build the Customer Success Function for Scale

• Define and evolve a scalable CS engagement model.
• Build and refine playbooks for onboarding, renewals, expansions, and escalations.
• Implement systems and dashboards to track customer health and drive lifecycle automation.

Customer Advocacy Across the Company

• Be the internal voice of the customer—translate needs into product, marketing, and support priorities.
• Partner with Product to reduce onboarding friction and improve adoption metrics.
• Work with Marketing to generate case studies, references, and success stories that highlight impact.

Lead and Develop a High‑Performing Team

• Hire, coach, and develop Customer Success Managers.
• Set clear rhythms for reviews, health checks, risk mitigation, and team enablement.
• Foster a customer‑centric culture focused on outcomes over outputs.

• 5–10+ years in Customer Success, Account Management, or post‑sales roles in B2B SaaS.
• 3–5+ years leading teams, including managing senior individual contributors.
• Demonstrated ability to build processes and playbooks from scratch.
• Comfort working directly with customers and internal stakeholders.
• Proven track record of improving retention, renewal, and expansion in subscription models.
• Strong executive presence and cross‑functional influence.
• Familiarity with Hub Spot CRM and willingness to travel to customer sites.

• Meaningful Problem Space: Join a company helping customers solve real, high‑impact operational challenges—for campuses and corporate real estate alike.
• High Growth Potential: Influence the CS strategy at a pivotal stage in our company’s expansion.
• Innovation Backed by AI & Data: Work with cutting‑edge analytics that are reshaping how space utilization decisions are made.
• Collaborative Culture: Be part of a team committed to driving results and empowering customers with data‑driven insights.