Customer Success Associate, Lunio
£29.8-35k
Click fraud prevention service
Job no longer available
Click fraud prevention service
21-100 employees
Job no longer available
£29.8-35k
21-100 employees
Company mission
To make the internet a more reliable place for everyone trying to grow their business by getting rid of fake clicks, traffic, and leads.
Role
Who you are
- Demonstrated experience delivering high-quality customer support across channels (e.g. live chat, tickets, email, calls), with a focus on responsiveness, clarity and resolution
- Experience supporting customers through onboarding and/or product adoption, helping users understand features, troubleshoot issues and follow best practices
- Strong written communication skills, with experience creating or contributing to customer-facing content (e.g. help centre articles, onboarding materials, presentations)
- Exposure to tools and systems such as CRM platforms, support tools or customer engagement software, with a high level of organisation and attention to data accuracy
- Experience in automation, AI or process improvement, with a mindset focused on scalability, efficiency and reducing manual effort
- Experience or familiarity with paid search / paid media (e.g. Google Ads, Microsoft Ads)
- Don’t worry if you don’t meet every single requirement listed above. A strong foundation is important, but what matters most to us is your passion for our product and your commitment to delivering a seamless customer experience. If that sounds like you, we’d still love to hear from you
What the job involves
- The Customer Success Associate plays a critical role in enabling Lunio’s Customer Success model by supporting high-quality, efficient customer experiences across onboarding, support and lifecycle engagement
- This role is designed to drive operational excellence, scalability and customer enablement
- You will work closely with CSMs to deliver consistent value across a high-volume customer base in our Digital customer tier, while owning key components of the one-to-many customer journey
- The CSM Associate is not solely responsible for full account ownership but is instrumental in ensuring customers receive timely support, clear guidance and access to the right resources to succeed with Lunio
- Provide frontline customer support via live chat and ticketing systems, resolving queries efficiently and accurately
- Maintain and improve support documentation, ensuring help centre content is clear, up-to-date and aligned with product evolution
- Act as a first line of triage, escalating technical or strategic issues to CSMs or Product and Engineering teams where appropriate
- Support customers with product navigation, troubleshooting and best practice guidance
- Build and maintain digital engagement tools to support onboarding, QBRs and ongoing customer communication
- Support the creation of QBR decks and customer-facing materials, ensuring consistency, clarity and value alignment
- Contribute to one-to-many initiatives including email campaigns, webinars and onboarding flows
- Assist CSMs in delivering structured onboarding journeys, ensuring customers complete key milestones
- Monitor onboarding progress and flag delays, risks or gaps in adoption
- Support the execution of playbooks and lifecycle programs, ensuring consistent delivery across accounts
- Identify opportunities to improve efficiency through workflow automation, including the use of AI tools
- Build and maintain automated workflows across CS platforms (e.g., onboarding sequences, alerts and reporting)
- Contribute to the development of scalable processes and playbooks that reduce manual effort and increase consistency
- Support experimentation with AI-driven content, responses and internal tooling to enhance productivity
- Maintain accurate and up-to-date customer data within CS tools
- Track and log customer interactions, issues and milestones to ensure visibility across teams
- Support reporting on onboarding progress, support trends and customer engagement metrics
- Identify patterns in support queries to inform product feedback and content improvements
- Work closely with CSMs, Product and Engineering teams to ensure seamless customer experiences
- Relay customer feedback and recurring issues to inform product and process improvements
- Collaborate with Marketing and CS leadership on customer education content and initiatives
Our take
Online advertisement success greatly depends on the number of clicks each advert receives, and this can lead to abuse from advertisement platforms using bots to spam advertisements with fake clicks. Whilst click fraud solutions exist to tackle this challenge, fake clicks are only blocked on the channel it is identified on and require cumbersome manual configuration to work effectively.
Lunio provides a click fraud prevention service for brands and advertisement agencies, allowing businesses to build click fraud protection profiles based on the metrics and behaviours of authentic clicks. This facilitates the blocking of fraudulent clicks from bots and malicious publishers, as well as the filtering of unintended clicks resulting from dark pattern UX design.
The growing sophistication of online bots presents a serious challenge for click fraud prevention services, but Lunio uniquely leverages its clients’ authentic click data to create smart click-blocking and filtering profiles. Through this method, the company helps businesses increase the success of advertisement campaigns, gain better visibility into their real audience, and decrease wasted advertisement spending.
Freddie
Company Specialist at Welcome to the Jungle
Insights
85% employee growth in 12 months
Company
Funding (1 round)
Sep 2022
$17.6m
SERIES A
Total funding: $17.6m
Company benefits
- Hybrid or Remote: We offer flexible hybrid & remote working models, no spending 5 days a week in the office!
- Flexi-Schedule: Choose your own working schedule, as long as you're here for core team hours
- 36 Days Holiday: Plenty of time off to recharge your batteries (or just binge Netflix, whatever floats your boat). *Includes public holidays
- Home Office Budget: We'll pay up to £1500 to furnish your home office with whatever you need to be productive
- Personal Development: We’ll pay up to £1000 to further your skills with training in any relevant topic of your choice
- Mental Health & Wellbeing: Paid-for support up to £500 to help your mental and physical wellbeing both in and out of work
- Enhanced Parental Leave: We offer extended maternity, paternity, and shared parental paid time off to spend quality time with family
- Commuter Contribution: For hybrid workers, we'll contribute to your travel costs (up to £300pm)
- Carbon Offsetting: We’ll offset your carbon footprint every quarter by planting trees around the world in your name
Company HQ
Chorley, UK
Leadership
Neil Andrew
(CEO)Experience as a Commercial Acquisition Analyst for ao.com. Founder and Head of Search for Piccana Ltd. from 2014 to 2017.
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