Remote Customer Success & Implementation Lead

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

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