Remote Customer Success & Implementation Lead

AssetWorks USA Inc.; Greater London; Remote; GBP 45,000 - 65,000; Full time

Job summary

Lightbulb Analytics (LBA) is a UK-based data analytics and telematics software company that helps organisations optimise fleet operations. We are seeking a Customer Care Manager to lead onboarding, support, and training while gathering customer insights to shape the product roadmap.

You will collaborate with cross-functional teams to ensure successful implementations, high customer satisfaction, and effective knowledge transfer.

Qualifications

• 2+ years in Customer Success, Implementation, or Support within SaaS
• Experience supporting software implementations and onboarding
• Strong technical aptitude to understand software architecture and data flows
• Ability to manage end-to-end support and triage tickets
• Experience gathering customer feedback to inform product roadmap
• Excellent communication and stakeholder management

Responsibilities

• Manage and support customer onboarding and software implementation projects from start to finish
• Provide first-level support by triaging tickets and ensuring timely resolution
• Deliver training sessions, resources, and documentation to enable customers
• Monitor customer success metrics and identify opportunities to improve satisfaction
• Gather and analyze customer feedback to inform product decisions
• Collaborate with Sales, Support, Product, and Operations for a seamless experience
• Maintain records of interactions, project status, and feedback
• Develop or contribute to internal knowledge base articles and best practices

Skills

Customer Success

Project Coordination

Communication skills

CRM experience

Tools

Salesforce

Zendesk

Job description

Lightbulb Analytics (LBA) is a UK-based data analytics and telematics software company that helps organisations optimise fleet operations. We are seeking a Customer Care Manager to lead onboarding, support, and training while gathering customer insights to shape the product roadmap.

You will collaborate with cross-functional teams to ensure successful implementations, high customer satisfaction, and effective knowledge transfer.