Senior Customer Success Manager, Lightning Reach
£35-55k
+ Stock options and commission
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
£35-55k
+ Stock options and commission
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
- We’re looking for an experienced and proactive Senior Customer Success Manager to drive customer relationships, ensure high engagement and retention, and help scale our impact. This role is perfect for someone who thrives on autonomy, enjoys working directly with customers to solve challenges, and can confidently lead both strategy and execution
- As our only Senior Customer Success Manager, you will report directly to the COO, and be responsible for the management and training of our Customer Success Executive
- Experience: You have experience in B2B customer success or account management, with a strong understanding of customer success best practices and a proven ability to manage customer relationships effectively
- A natural communicator: Strong relationship-building, persuasion, and communication skills are essential. You can engage stakeholders at all levels and articulate value clearly
- Independent & self-driven: You are comfortable taking ownership, making decisions, and prioritising effectively
- Process-oriented & organised: You know how to effectively implement and improve onboarding, retention and upsell processes to deliver maximum value to customers, managing multiple accounts effectively while keeping an eye on the details
- Collaborative problem-solver: You love working with cross-functional teams to tackle challenges and identify creative solutions
- Results-driven & adaptable: You thrive in a fast-paced environment, continuously looking for ways to improve customer retention, growth, and satisfaction
- Proficient with technology: You have a strong understanding of HubSpot, such as setting up workflows, pipelines and automations - and are comfortable with learning about new tools and systems
Desirable
- 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: Understanding or experience with product development, particularly B2B technology products
- 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. We know that the confidence gap and imposter syndrome can sometimes stop people from applying - so if you think you have the skills and experience, we’d love to hear from you!
What the job involves
- As a Senior Customer Success Manager, you will be instrumental in delivering exceptional service to our customers while also leading and refining our customer success function. You’ll manage a portfolio of accounts, drive impactful outcomes, and play a key role in shaping our strategic approach to customer success
- This role provides potential for growth for the right candidate. Lightning Reach is a small but rapidly growing team, and they may be opportunities to grow into a more senior role as we scale
- Own key customer relationships: Develop and maintain strong, long-term partnerships with our customers, ensuring they achieve maximum value from our platform
- Drive growth & retention: Proactively identify opportunities for customers to expand their use of our platform, while also implementing strategies to reduce churn and ensure continued engagement
- Lead & mentor: Manage and support a Customer Success Executive, fostering their development and ensuring smooth delivery across accounts
- Champion customer needs: Act as the voice of the customer, feeding insights into our product roadmap and shaping our value proposition
- Seamless onboarding & training: Own the onboarding process for new customers - leading setup, process implementation, contract completion, training, and product demonstrations
- Resolve issues & provide support: Handle customer concerns swiftly, ensuring the highest level of service and satisfaction
- Monitor & improve performance: Use customer data and feedback to refine our approach, enhance engagement, and spot emerging trends in the market
Application process
- Apply via Welcome to the Jungle
- First round interview
- Take home task & task assessment call
- Final round interview with the wider team
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, its proprietary technology can reduce the time associated with this process from over 5 weeks to 3 days. It also decreases 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. It's early-stage but has already partnered with multiple institutions such as Turn2us, Do It, The Charity for Civil Servants, Smallwoodtrust and Plaid. It currently operate solely in the UK.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 4 rounds)
Oct 2023
$1.4m
SEED
May 2021
$0.4m
ANGEL
Total funding: $2m
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.
Leadership
Ren Yi Hooi
(CEO & Founder)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.
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