About us
Founded during the pandemic, Lightning Reach is an award-winning tech for good startup that streamlines access to financial support, making a real difference amidst the cost of living crisis. Our one-stop portal enables people in financial need to find and apply for multiple sources of support quickly and easily online, in one place - while using innovative technology (e.g. open banking and ID verification) to streamline administration and outreach for organisations which can help.
We’re impact-driven, revenue generating and work with leading partners such as Lambeth Council, the Royal British Legion and TSB. Since our portal launched 2 years ago, we’ve already reached over 100,000 people and facilitated over £10m in funding to individuals in need. We’ve won awards including the Tech Nation Rising Stars 4.0 Diversity & Inclusion Leading the Way Award, been featured in The Guardian and are backed by Techstars, Innovate UK and Nesta.
About the Role
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.
Responsibilities
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.
Requirements
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.
Nice to have
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!