About the Role:
Glasgow is known for its strong business community and growing digital economy, and at Lahiala Business Transformation, we help organisations improve their operations, customer experience, and use of technology.
We are looking for a Customer Success Manager who can build strong client relationships and ensure customers receive lasting value from our services. You will manage a portfolio of business clients, support onboarding and adoption, identify customer needs, and work closely with internal teams to resolve issues and improve the overall client experience.
This is a mid-level position suited to someone who enjoys working with customers, managing multiple priorities, and turning feedback into practical improvements.
Why Work With Us?
The Environment:
Our Glasgow office provides a professional and collaborative working environment with convenient access to public transport, restaurants, and city-centre amenities.
Customer Focus:
Customer success is central to how we operate. You will have the opportunity to influence customer journeys, service improvements, and account development plans.
Collaborative Culture:
You will work closely with sales, operations, consulting, and technology teams to ensure customer needs are understood and addressed.
Career Development:
We provide ongoing training, coaching, and opportunities to develop your skills in account management, customer strategy, and business transformation.
Key Responsibilities:
Customer Relationship Management:
Manage a portfolio of business customers and act as their main point of contact throughout the customer lifecycle.
Customer Onboarding:
Guide new customers through onboarding, service implementation, training, and early engagement to ensure a smooth start.
Account Support:
Respond to customer questions, coordinate issue resolution, and ensure agreed actions are completed within appropriate timescales.
Customer Retention:
Monitor customer engagement, identify potential risks, and take proactive steps to improve satisfaction and strengthen long-term relationships.
Business Reviews:
Prepare and conduct regular customer review meetings covering performance, challenges, progress, and future priorities.
Service Adoption:
Help customers understand available services and encourage effective use of the company’s business transformation solutions.
Cross Functional Collaboration:
Work with sales, operations, consulting, and technical teams to resolve customer concerns and improve service delivery.
Customer Feedback:
Collect and document customer feedback and share relevant insights with internal teams to support service and process improvements.
Account Growth:
Identify appropriate opportunities for additional services or account development based on genuine customer needs.
Reporting:
Maintain accurate customer records and prepare reports on engagement, retention, satisfaction, and account activity.
What We Are Looking For:
Experience:
At least 3 years of experience in customer success, account management, client services, business support, or a related role.
Customer Management:
Experience managing business customers and maintaining professional relationships across multiple accounts.
Communication Skills:
Strong written and verbal communication skills with the ability to explain information clearly and professionally.
Organisation:
Ability to manage competing priorities, customer requests, meetings, follow-up actions, and deadlines.
Problem Solving:
A practical approach to investigating customer concerns and coordinating suitable solutions.
Commercial Awareness:
An understanding of customer retention, service value, and account development within a business environment.
Technology:
Confidence using customer relationship management systems, collaboration tools, spreadsheets, and reporting platforms.
Teamwork:
Ability to work effectively with colleagues across sales, operations, consulting, and technology teams.
Mindset:
You are proactive, dependable, customer-focused, and comfortable taking ownership of customer outcomes.
Pay: £2,668.00-£3,500.00 per month
Work Location: In person
