Customer Success Manager

Location: M50 1DR Salary: £45,000 per annum Contract: full time, permanentWe’re looking for a motivated Customer Success Manager who is a natural problem solver and thrives in a fast-paced environment. With a passion for technology and delivering exceptional customer service, you’ll play a key role in ensuring our customers achieve positive outcomes from our services. Reporting to the Customer Experience Manager, you’ll focus on building strategic partnerships with customers, driving mutually beneficial outcomes, improving retention and identifying opportunities to grow revenue from existing accounts. It’s an exciting time to join LIMA as a Customer Success Manager, as we continue to grow and welcome new customers. This role will be pivotal in ensuring those customers receive an outstanding experience, building strong partnerships that deliver long-term value and success. Day to day, you will:  

• Build and maintain strong customer relationships, understanding their business and technology needs.
• Act as the voice of the customer internally, representing their priorities and feedback.
• Lead service reviews, sharing SLA/KPI performance, trends, and improvement opportunities.
• Identify and resolve service risks or issues, ensuring effective delivery and communication.
• Communicate the value and ROI of LIMA’s services across the customer lifecycle.
• Support account growth in collaboration with account managers and technical teams.
• Serve as a key escalation point during service delivery issues and major incidents.
• Ensure smooth onboarding for new customers, delivering a positive experience.

Our ideal candidate will:

• Proven experience in service definition, review, and continuous improvement
• Strong customer focus, with the ability to gather insights through customer engagement and data analysis to represent the voice of the customer
• Experience building and managing customer relationships to drive engagement, retention, and renewals
• Proactive, results-driven mindset with the ability to meet customer expectations and deliver outcomes
• Passion for technology with the ability to quickly understand products, customer architectures, and business needs

We are looking for someone with strong analytical skills who can translate data into actionable insights. The ideal candidate thrives in a fast-paced, high-pressure environment, with the ability to effectively prioritise workload and manage competing demands. They will be comfortable collaborating with cross-functional teams and demonstrate excellent communication, organisation, and attention to detail, while maintaining a collaborative and customer-focused approach. About LIMA At LIMA, we help organisations achieve their ambitions through insight-led technology strategy and managed services that enhance resilience, drive performance, and support sustainable growth. But we know that our success is powered by our people.  We’re proud to be a Great Place to Work company for the second year running, and our team consistently tells us that the people are the best thing about working here. We recognise and reward the hard work of our colleagues with competitive salaries, professional development opportunities, wellbeing support and a strong benefits package. REF-227 341