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Customer Success Manager

Hybrid (2 days in office - Manchester or London)

£35,000 - £42,500

Who are Lunio…

Lunio is a web verification engine that analyzes and protects websites against the impacts of fraudulent, malicious and unwanted web traffic. We work with innovative businesses of all sizes, from McDonald’s to your local pizzeria, to ensure that the internet is a cleaner, safer place for everyone trying to grow their business.

With billions of data points processed monthly, Lunio has grown to become one of the most popular web verification services in the world - and we’re only just getting started. Backed by the same investors as hyper-growth companies like Just Eat, Revolut, Starling Bank, OnBuy & more we’re on a mission to change the internet for the better - and to have fun whilst doing so.

Our benefits…

  • Share Options - Our employees each own a part of the business and benefit from every step of our growth
  • Remote or Hybrid Working - 5 days a week in the office and fixed 9am start times are sooooo 2021!
  • EV Car Scheme or Commuter Contribution (up to £300pm) - enter into our Salary Sacrifice scheme or benefit from subsidized travel, if you prefer regular office work
  • Home Office kit out, L&D, and yearly wellness allowances up to the value of £3000
  • 32 days (including public hols) (over 6 weeks!) paid holiday
  • Generous Relocation Packages are available for anyone interesting in living closer to our offices!

As our Customer Success Manager, you will be primarily responsible for partnering with the majority of Lunio’s clients as a CSM at scale. You will work with both new and existing clients who have purchased an entry-level plan as well as more established clients on our pro plan. Using Salesforce, Zendesk, and other tools, you’ll proactively identify opportunities for these clients to expand their use of Lunio as well as become clients for life. You’ll be a great fit for this role if you love analyzing data, find satisfaction in iterating on and improving processes and enjoy working with clients but prioritize efficiency and communicating at scale.

You’ll be responsible for...

  • Utilizing one to many communication strategies to drive end-user engagement, maximize product adoption and deliver proactive renewal reminders
  • Connect with and assist clients when they fall out of engagement cadences
  • Collaborate cross-team (Sales, Support, Marketing) to ensure a smooth journey, as well as sharing feedback with those same teams to ensure we have the right content in place to drive revenue and engagement at scale
  • Build and Iterate a tech touch program by developing cadences of value-driving engagement across the customer journey (Onboarding, Adoption, Impact, Expansion/Renewal
  • Partner with clients at key moments in the customer journey to develop a thorough understanding of their needs and coach them on how to leverage our solution to reach their desired objectives

What you should have...

  • 2+ years of relevant work experience in SaaS
  • Just as comfortable communicating 1:1 in an email as you are 1:100 on a live webinar
  • A strong process-driven and analytic work ethic
  • Ability to breakdown and communicate technical terminology in a non-technical manner
  • High level of discipline; a self-starter who holds themselves accountable to exceed expectations
  • A passion for delivering the highest level of service
  • Natural curiosity whilst being incredibly flexible and open to change
  • A strong passion for cross-collaboration and teamwork to drive exponential success for our customers

These would be great….

  • Experience in a tech-touch CS role is a plus
  • You have demonstrable experience working with cross-functional teams/departments

No recruitment agencies or contractors at this time please. Any speculative CVs will be treated as gifts!

Lunio provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, sexual orientation, gender identity or expression, or any other characteristic protected by law.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.