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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 until 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
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Ideal Candidate Profile
Experience and Skills
- 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 proactive 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 escalate appropriately and confidently when required
- Experience working with cross-functional teams
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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 a 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
- A strong benefits package
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