Remote Customer Care & Implementation Lead

Asset Works

England

Remote

GBP 50,000 - 90,000

Full time

9 days ago

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Job summary

Lightbulb Analytics is seeking a Customer Care Manager to lead onboarding, support, and training across our SaaS platforms. You will collaborate with Product and Engineering to translate customer feedback into product improvements and drive successful deployments.

This role emphasizes delivering exceptional customer value while coordinating with cross-functional teams from the UK. Primarily remote with occasional travel for kick-offs and client meetings across the UK, reporting to the Commercial

Qualifications

2+ years in Customer Success, Implementation, Project Coordination, or Support within SaaS.
Strong technical aptitude to understand software architecture, APIs, integrations, and data flows.
Experience triaging and resolving software issues with Engineering/Product teams.
Ability to manage end-to-end support, triage, and timely ticket resolution.

Responsibilities

Lead customer onboarding and software implementation projects from start to finish.
Provide first-level support, triage tickets, gather information, and escalate when needed.
Deliver training, resources, and documentation to enable customers.
Monitor success metrics and drive initiatives to improve adoption and satisfaction.
Collect and convey customer feedback to inform product decisions and roadmaps.
Coordinate with Sales, Support, Product, and Operations for a seamless experience.