We are looking for a motivated and customer-focused Customer Success Manager to join our Customer Experience team. Working alongside a team of experienced CSMs, this role is ideal for an ambitious junior professional with a strong background in customer experience who is eager to develop their skills and progress their career in Customer Success.
This role is offered on a fixed term basis from July 2026 to October 2027 to cover maternity leave.
You will be a motivated self-starter, eager to learn with the ability to work in a fast-paced environment. A passion for providing outstanding customer service, with a genuine desire to help customers succeed is essential.
Reporting to the Customer Experience Manager, in this early-stage role you will focus on building foundational customer relationships and creating strategic partnerships with customers, while developing skills and confidence within the Customer Success function.
Day to day responsibilities
* Build strong, strategic relationships with customers and develop a deep understanding of their business needs and infrastructure
* Support customers throughout the lifecycle, ensuring excellent service delivery and ongoing engagement
* Identify opportunities for account growth and collaborate with account managers and technical specialists to deliver value
* Act as a customer advocate within LIMA, coordinating communication and resolution during service issues and major incidents
* Deliver and communicate customer ROI through regular service reviews, reporting, and performance insights
* Produce and present service review reports, including SLA/KPI metrics, capacity management, and improvement plans
* Support onboarding and service transition activities for new customers
* Work closely with internal teams to drive continuous service improvement and consistent process adoption
* Provide day-to-day support to the wider Customer Success team and contribute to overall service excellence
Ideal Candidate Profile
* Experience and Skills:
o Ability to interpret customer outcomes by communicating with customers, analysing metrics, and representing the voice of the customer to provide input into every core service
o Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals
o Focused and pro‑active approach to meeting customer expectations and ability to communicate and foster positive business relationships
o Passion for technology, able to quickly understand both LIMA's product set and a customer's technology architecture and business
o Ability to elevate appropriately and confidently when required.
o Experience working with cross-functional teams
* Personal Attributes:
o Excellent communication abilities, highly organized, collaborative and detail oriented
o Empathetic, positive attitude with a desire to help our customers reach their goals
o Results‑driven mentality, with a bias for speed and action
o Developing analytical capabilities, with the ability to interpret data and present clear, meaningful insights
o Ability to work within a high‑pressure environment and prioritise busy workload
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