Customer Success Manager

Are you an outgoing, data savvy and analytical, self-starter with a background in sales, account management or customer success within the customer insights or business intelligence sector?   Do you have a proactive and solutions-oriented mindset, and do you enjoy solving challenges?  If so, apply now, as we are looking for a Customer Success Manager to join our team!

Reporting to the Customer Success Lead, you will be a strategic and supportive partner for our customers at every stage of the buying process, focusing on building loyalty to ensure long-term client retention, by presenting product information, addressing customer issues and helping the sales team with upsells and renewals.

• Acting as an advocate for the company, working one-on-one with customers to act as brand and product ambassador to enhance the reputation of Lumina Intelligence
• Owning the client relationship and operating as the main point of contact for subscription clients
• Building and maintaining long term relationships of users and key stakeholders and ensuring we continue to meet their specific needs
• Operating as main point of contact for clients
• Managing processes around client consultancy requests and projects 
• Managing 'simple' insight reporting / consultancy work outside of 'strategic projects' 
• Creating and maintaining personalised content (dashboards and reports) for clients to access (via Pyramid)
• Onboarding all clients and new users to show value via the shortest path
• Providing on-going training, technical and product support to the client base
• Trouble shooting client problems via Lumina Systems; Advance / website / Pyramid admin
• Tracking and analysis of client usage data to make informed decisions on how to increase usage
• Working closely with our Business Development Managers to ensure the client renews their contract
• Collaborating to identify cross-sell and up-sell opportunities
• Supporting new business with the pitch and trials processes
• Being the voice of the customer within the Lumina Intelligence business and advocate for customer needs 
• Maintaining an in-depth understanding of customer use-cases, likes and dislikes and sharing this information with internal teams to feed into the product development process
• Supporting on additional CSM project responsibilities in-line with the over-arching customer success strategy
• Representing Lumina Intelligence at national events, conferences and exhibitions and attending client visits

• A background in a sales, account management and / or customer success role, ideally within customer insights / business intelligence - if this is within the food and drink sector, even better! 
• A tech savvy, self-starter with technical / data skills and knowledge
• A strong customer focus and an ability to build and maintain strong relationships  
• Top quality written and verbal communication skills
• Initiative and an ability to think critically 
• A problem solving, solutions oriented, can-do attitude 
• Demonstrable persuasion 

• 6.6 weeks of annual leave (pro-rata for part-time). The equivalent to 25 days plus standard England and Wales bank holidays for full-time colleagues
• One additional day holiday per year after 6 years’ service, up to a maximum 7.6 weeks of annual leave (pro-rata for part-time). The equivalent to 30 days plus standard England and Wales bank holidays for full-time colleagues
• A holiday purchase scheme, allowing employees to purchase up to 3 additional days of annual leave and spread the cost over up to 6 months
• An additional day of paid leave, a ‘MeDay’, allowing you the flexibility to celebrate a cultural or religious event or your birthday. It recognises that everyone’s background is unique and gives you the freedom to mark what matters to you.
• One paid volunteering day per year to support a charity or community initiative of your choice
• Hybrid and agile working opportunities (role dependent)
• Enhanced Pension Contributions, we offer employer pension contributions above the statutory minimum
• Life Assurance Scheme
• Group Income Protection
• Enhanced family-friendly leave pay entitlements
• Wellbeing benefits, including: A health care cash plan, Employee Assistance Programme, Virtual GP service and access to health & wellbeing resources and tools
• Equity, Diversity & Inclusion initiatives, supported by employee-led networks and proud to be a Disability Confident Committed employer
• Cycle to Work Scheme (subject to satisfactory completion of probationary period)
• Electric Car Scheme (subject to satisfactory completion of probationary period)