Customer Success Manager

LunarWP; Cardiff; Hybrid; GBP 26,000; Full time

Job summary

Join a forward-thinking company as a Customer Success Manager, where your role will be pivotal in fostering strong relationships with clients. You will lead onboarding processes, conduct regular check-ins, and ensure clients maximize their service experience. Your proactive approach will help identify and resolve issues early, while your organizational skills will keep everything on track. This innovative firm values genuine feedback and aims for competitive greatness, making it an exciting place to grow your career. If you're passionate about customer success and want to make a real impact, this opportunity is for you.

Benefits

Private medical cover

Dental cover

Mental health cover

Free on-site gym

Cycle-to-work scheme

Company pension contribution

Free on-site parking

Flexible hours

New MacBook

Regular paid-for team socials

Qualifications

• 1-2 years in account management, customer success, or client-facing roles.
• Strong verbal and written communication skills to build trust.

Responsibilities

• Lead onboarding for new clients, ensuring confidence from day one.
• Host regular check-ins to gather feedback and improve services.

Skills

Verbal Communication

Written Communication

Organizational Skills

Empathy

Proactive Mindset

Tools

Slack

Zoom

Asana

Email

Job description

We’re looking for a Customer Success Manager to join our team and help us create world-class experiences for the agencies we support.

You won’t be managing tasks or micromanaging Developers. Your job is to build strong, lasting relationships with our clients, making sure they feel heard, valued, and fully supported every step of the way.

From onboarding new agencies to checking in regularly and spotting new opportunities to add value, you’ll play a key role in helping us retain and grow our client base.

Responsibilities (What you’ll do)

• Lead the onboarding process for new clients, making sure they feel confident and supported from day one

• Host regular check-in calls with existing clients to gather feedback, measure customer referral rate and look for opportunities to improve what we do

• Ensure clients are fully using their monthly support and understand how to get the most from the service

• Proactively identify any issues or concerns early and work with the Development team to resolve them quickly

• Celebrate wins and go the extra mile to surprise and delight clients using your Customer Delight Budget

• Ask for referrals when the time is right and pass them to the sales team

• Track client feedback over time and report key insights to the CEO

Results (What we expect from you)

• High client satisfaction (positive feedback, low churn)

• Onboarding is fast, smooth, and confidence-building

• Clients understand how to work with us and use the service

• At least one referral conversation is happening with each client every month

• Client insights are regularly fed back into the business to improve service

• The CEO and Developers never have to chase a client for feedback or check-ins

Requirements (What you need to have)

• 1–2 years in account management, customer success, or client-facing roles

• Strong verbal and written communication - you know how to talk to people and build trust

• Great organisational skills - you keep notes, follow up, and don’t let things slip

• Empathetic but firm - you can build relationshipsandhold boundaries

• Proactive mindset - you don’t wait for things to break before stepping in

• Comfortable working across Slack, Zoom, Asana, and email

Compensation (What we pay you)

Salary:£26,000 per year

Additional Pay:

• Commission

• Performance bonus

Benefits (What we offer you)

• Private medical, dental, and mental health cover (Bupa)

• Free on-site gym

• Cycle-to-work scheme

• Company pension contribution

• Free on-site parking

• Hybrid working and flexible hours

• A new MacBook, Bose headphones, and Crocs (yes, really)

• Living wage employer

• Regular paid-for team socials

• Bonus scheme for new business

Our Core Values (What we stand for)

Genuine CandourGreat can only be built with genuine feedback from everyone at every level – learning never ends.

Competitive GreatnessWe play to win in every area, and we do what is required at all times - we sweat the small stuff.

Unquestionable CharacterBe the person that people are proud to know both personally and professionally - be you.

**Please apply through Indeed on the link below - these candidates will be interviewed first**

https://uk.indeed.com/job/customer-success-manager-cb4f9113cc3b20ba

PS - We will also know if you have read this job description in full

https://uk.indeed.com/job/customer-success-manager-cb4f9113cc3b20ba