Customer Account Manager

Incognito Software Systems Inc; Greater London; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

Lightbulb Analytics (LBA) seeks a Customer Care Manager to drive exceptional customer experiences across support, implementation, and product insights. The role emphasizes collaboration with Engineering, Product, and Sales to deliver successful deployments and measurable success metrics.

Reporting to the Commercial Director, this role is primarily remote with UK travel for kickoff and client meetings. The ideal candidate brings 2+ years in customer success, strong technical aptitude, and proven

Qualifications

• Experience in customer success, implementation or onboarding within a software/SaaS environment.
• Strong technical aptitude to understand software architecture, workflows, APIs, integrations, and data flows.
• Ability to manage end-to-end support and coordinate with engineering/product teams for resolution.
• Excellent communication and stakeholder management across client levels.

Responsibilities

• Manage customer onboarding and software implementations from start to finish.
• Provide first-level support, triage tickets, and escalate as needed to ensure timely resolution.
• Deliver training sessions and create resources to enable customers.
• Monitor customer success metrics and identify adoption/satisfaction improvements.
• Collaborate with Product to translate customer insights into roadmap input.
• Coordinate with Sales, Support, Product and Operations to ensure a seamless experience.

Skills

Customer Success

Implementation

Project Coordination

Software/SaaS

APIs & Integrations

Customer Feedback Analysis

Communication & Presentation

Organizational Skills

Training & Enablement

Tools

Salesforce

Zendesk

Job description

**Job Summary:**We’re looking for a Customer Care Manager to join our growing team. This role is perfect for a dynamic, driven professional who’s passionate about creating exceptional customer experiences and making a tangible impact across customer support, implementation, and shaping the product roadmap through customer insights. The ideal candidate brings a strong combination of project implementation experience, customer support expertise, and training capabilities, along with prior experience working within a software company. Success in this role depends on the ability to collaborate effectively with both internal teams and client stakeholders to meet project objectives, improve operational processes, and consistently deliver exceptional value to customers.**Job Description:****THE COMPANY**Lightbulb Analytics (LBA) is a UK-based data analytics and telematics software company that supports organisations in improving the efficiency and effectiveness of their fleet operations. The company specialises in transforming vehicle and operational data into actionable insights, with a particular focus on police forces and other public sectors and commercial fleets. By providing tools for vehicle tracking, utilisation analysis, driver behaviour monitoring and performance reporting, LBA helps organisations optimise resource deployment, enhance safety and reduce operational costs.**THE POSITION**We’re looking for a Customer Care Manager to join our growing team. This role is perfect for a dynamic, driven professional who’s passionate about creating exceptional customer experiences and making a tangible impact across customer support, implementation, and shaping the product roadmap through customer insights.The ideal candidate brings a strong combination of project implementation experience, customer support expertise, and training capabilities, along with prior experience working within a software company. Success in this role depends on the ability to collaborate effectively with both internal teams and client stakeholders to meet project objectives, improve operational processes, and consistently deliver exceptional value to customers.**REPORTING STRUCTURE*** Reports to the Commercial Director of the LBA team.* Primarily remote with travel required for Project kick-off & client meetings across the UK.**KEY QUALIFICATIONS**2+ years of experience in Customer Success, Implementation, Project Coordination, or Customer Support within a software/SaaS environment Proven experience supporting software implementations, onboarding, or rolloutsStrong technical aptitude with the ability to understand software architecture, system workflows, APIs, integrations, and data flowsExperience troubleshooting complex software issues and working closely with Engineering and Product teams to drive resolutionAbility to manage end to end support process including triage of support tickets and working closely with technical colleagues and clients to resolve tickets in a timely mannerStrong ability to gather, synthesize, and communicate customer feedback to inform product roadmap discussionsExcellent communication and interpersonal skills, with the ability to work effectively with client stakeholders at various levelsStrong organizational and project coordination skills, with the ability to manage multiple priorities simultaneouslyExperience delivering or supporting customer training, documentation, or enablement materialsComfortable working with CRM and customer success tools (e.g., Salesforce, Zendesk, or similar) **ESSENTIAL DUTIES AND RESPONSIBILITIES:*****Customer Care and Implementation***Manage and support customer onboarding and software implementation projects from start to finish.Provide first-level support to our clients by triaging incoming support tickets, gathering necessary information, and ensuring timely escalation and resolution.Serve as a primary point of contact for customers during implementation and ongoing usage. Deliver training sessions, resources, and documentation to ensure customers are fully enabled.Monitor and track customer success metrics, identifying opportunities to improve satisfaction and adoption.***Product Collaboration & Feedback***Gather and analyze customer feedback, feature requests, and usage trends. Collaborate with Product and internal teams to translate customer insights into actionable product recommendations.Support product roadmap planning by providing data-driven input from customer interactions.***Cross-Functional Coordination***Work closely with Sales, Support, Product, and Operations teams to ensure a seamless customer experience.Assist in coordinating internal resources to meet project deadlines and client expectations. Identify process improvements across implementation, support, and product engagement workflows.***General Responsibilities***Maintain accurate records of customer interactions, project status, and feedback.Help develop internal knowledge base articles, FAQs, and best practices. Foster strong relationships with clients, promoting trust, satisfaction, and long-term retention. **WHAT YOU BRING**A customer-first mindset and passion for creating exceptional client experiencesStrong technical aptitude with the ability to understand software applications, troubleshoot customer issues, analyze system behavior, and effectively communicate with technical and non-technical stakeholdersExperience working with APIs, integrations, databases, or other technical systems is considered a strong assetProven experience in customer success, project implementation, or onboarding within a software/SaaS environmentStrong ability to gather, synthesize, and communicate customer insights to inform product decisionsExcellent communication, presentation, and interpersonal skills to engage with clients and internal teamsHighly organized, proactive, and detail-oriented, with the ability to manage multiple projects simultaneouslyCollaborative spirit and comfort working cross-functionally with Product, Support, Sales, and OperationsFlexibility in managing your role and key requirements of the role with an ability to adapt to changing priorities and business needs.