Customer Success & Product Manager

Job Summary:

Job Description:

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.

REPORTING STRUCTURE

• Reports directly to the Senior Director of Operations 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 rollouts
• Strong ability to gather, synthesize, and communicate customer feedback to inform product roadmap discussions
• Experience collaborating cross-functionally with Product, Support, Sales, and Operations teams
• Excellent communication and interpersonal skills, with the ability to work effectively with client stakeholders at various levels
• Strong organizational and project coordination skills, with the ability to manage multiple priorities simultaneously
• Experience delivering or supporting customer training, documentation, or enablement materials
• Customer-first mindset with a passion for improving customer satisfaction and retention
• Comfortable working with CRM and customer success tools (e.g., Salesforce, Zendesk, or similar)
• Ability to analyze trends and insights from customer interactions to help drive continuous improvement

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

Customer Success & Implementation

• Manage and support customer onboarding and software implementation projects from start to finish.
• 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.

Worker Type:

Number of Openings Available: