Customer Success Executive, Lightning Reach
£29-32k
+ Stock options
Connecting people in need to financial support
Be an early applicant
Connecting people in need to financial support
1-20 employees
Be an early applicant
£29-32k
+ Stock options
1-20 employees
Company mission
To be the leading global platform that seamlessly connects people to personalised financial and wellbeing support, empowering them to improve their financial health and thrive.
Role
Who you are
- Experience: Previous experience in B2B customer success or account manager role
- Top communicator: Strong communication, persuasion and relationship building skills are essential. You must excel in both written and verbal communication, and demonstrate the ability to influence stakeholders at all levels of an organisation
- Curious and empathetic: You care really deeply about those you work with and have a genuine curiosity about people, technology, and business, with excellent listening skills and a knack for understanding customer needs
- Focused & process-oriented: You can drive processes and strategies to achieve maximum results. A detail-oriented and organised mindset with the ability to manage multiple relationships, coupled with effective time management skills, is crucial
- Collaborative problem solver: As part of a cross-functional team, you are proactive and love to work with other team members to tackle challenges and identify practical solutions
- Quick learner: You are comfortable with ramping up on new industries and technology, learning autonomously and open to feedback and continuous self-improvement
- Results driven: You should have a proven track record of achieving ambitious goals, delivering results for customers and thrive in taking on new challenges
- Adaptable: Comfort with change and ability to work effectively in dynamic, ambiguous environments is important
- Impact driven: You should be excited by the opportunity to make a meaningful impact on the world and enjoy working with a diverse range of people
Desirable
- Software: Understanding of HubSpot is a plus
- Sector experience: Ideally, you will have experience working with councils, housing associations, grantmaking charities or vulnerability teams of larger corporations (e.g. utilities, financial services), or familiarity with the financial inclusion sector
- Product experience: Some understanding or experience with product development, particularly B2B technology products, is a plus
- Lived experience: Applicants with personal experience of financial hardship, or have received support from charitable organisations are strongly encouraged to apply
- Diversity: We believe that diversity brings strength and fosters innovation, and are seeking candidates from a range of backgrounds, including gender identity, race, ethnicity, nationality, religion, sexuality, disability
What the job involves
- A hands-on role supporting our customers while building your future in customer success
- Help us to grow our partnerships, scale across the UK and become the go-to platform for people to seek financial support
- As our second customer success hire you will be a critical part of our journey to deliver value to our customers and generate real impact
- Onboarding: Support the onboarding process for new customers; completing platform setup, supporting the customers’ process implementation, ensuring contract/procurement requirements are complete, leading product demonstrations
- Training: Leading training sessions to ensure effective implementation of Lightning Reach within our customer organisations and rolling our new features
- Customer operations: Maintaining the configuration settings based on customer needs, working with the marketing team to fulfil customer marketing requests and enabling case studies for our customers
- Customer content: Creating reports and presentations for the Customer Success Manager
- Customer support: Handle concerns and resolve issues, ensuring the highest level of customer service
Application process
- Apply via WttJ
- First round interview with our Operations & Marketing Manager
- Take home task, followed by a task assessment call with our Customer Success Manager
- Final round interview with senior management
Our take
The institutions that provide grants currently rely on manual processes to verify the financial information of applicants, which is a very slow process requiring a lot of time and effort. Lightning is a social enterprise setting out to change this by developing proprietary technology which quickly verifies financial needs and accelerates decision-making.
According to Lightning Reach, their proprietary technology can reduce the time associated with this process from over 5 weeks to 3 days. They also decrease the amount of paperwork involved whilst increasing the security of data used.
The startup was founded in the middle of the Covid-19 Pandemic, with the purpose of helping people in financial hardship access financial support faster. They are early-stage and have already partnered with multiple institutions such as Turn2us, Do It, The Charity for Civil Servants, Smallwoodtrust and Plaid. They currently operate solely in the UK.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
53% female employees
Company
Employee endorsements
Meaningful work
"Lightning Reach gives me an opportunity to make a real difference in the lives of vulnerable people by helping them find and apply for a wide range..."
Funding (last 2 of 4 rounds)
Oct 2023
$1.3m
SEED
May 2021
$0.4m
ANGEL
Total funding: $1.9m
Company benefits
- Work anywhere
- Share options
- Home Office Setup or Co-Working Allowance
- Learning budget
- Volunteer days
- 24 days holiday (+ bank holidays)
Company values
- We think big: We work in a quick and agile manner to build innovative solutions.
- We collaborate: We place people at the centre and work together to solve real problems.
- We care deeply: We are supportive, open and put empathy at the heart of our work.
- We are inclusive: We treat everyone with fairness, respect and integrity.
- We work with purpose: We take ownership and commit towards making an impact in all that we do.
Articles
Leadership
Ren Yi Hooi
(CEO)Previously Senior Associate Consultant at Bain & Company, Project Manager, Sales & Loyalty at Starwood Hotels & Resorts Worldwide, Partnership Manager (Asia) at (MILVIK) BIMA and Product Director & Director of Financial Inclusion at Railsbank.
Diversity, Equity & Inclusion at Lightning Reach
- We have a truly inclusive workplace that breeds innovation, spearheaded by our Founder and CEO, Ren Yi Hooi, who is one of few Fintech founders who is an immigrant and woman of colour
- We believe that diversity brings strength and fosters innovation. The team at Lightning Reach currently is 50% female and 33% BAME.
- We are proud to have been recognised by TechNation and awarded the Rising Stars Diversity and Inclusion Award.
- Not only is it our mission to create an inclusive workplace, but also to build a product where users can find support, regardless of their background.
- During recruitment, we encourage those from diverse backgrounds (including gender identity, race, ethnicity, nationality, religion, sexuality, disability or age) or lived experience of financial hardship to apply and make efforts to ensure selected applicants are representative of different backgrounds.
- We ensure we have a diverse interview panel and create transparency through sharing salary ranges, which empowers candidates who may otherwise have been discriminated against in salary negotiations.
- We are committed to developing each team member through mentoring, training, and performance reviews, so that regardless of their background or experience, we work together to meet their goals for growth and advancement.
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