Customer Success Manager

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

• 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
• Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals
• Focused and pro active approach to meeting customer expectations and ability to communicate and foster positive business relationships
• Passion for technology, able to quickly understand both LIMA's product set and a customer's technology architecture and business
• Ability to escalates appropriately and confidently when required.
• Experience working with cross functional teams

Personal Attributes

• Excellent communication abilities, highly organised, collaborative and detail oriented
• Empathetic, positive attitude with a desire to help our customers reach their goals
• Results driven mentality, with a bias for speed and action
• Developing analytical capabilities, with the ability to interpret data and present clear, meaningful insights
• Ability to work within a high pressure environment and prioritise busy workload

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.

Salary

Up to £38,000

Hours

37.5 hours per week

Benefits

• Holidays: 25 days holiday (pro rata for part time employees) plus bank holidays, and option to buy or sell 5 days leave each year
• Birthday Leave: One paid day to celebrate your birthday with family and friends
• Healthcare: From day one you'll have access to Medi cash, our healthcare cash back plan and after two continuous years of service you have the option to join our private medical scheme
• Professional Development: Access to ongoing training and development opportunities to help you grow in your career
• Family Leave: Enhanced maternity, paternity and adoption pay after two continuous years of service
• Employee Assistance Program: Confidential counselling and support services to help you navigate life's challenges
• Salary Sacrifices Schemes: To support you to save for retirement or purchase an electric car or bike
• Team Building Events: Engage with your colleagues through team building activities and events