Customer Success Manager (Junior)

At Loqiva, we are implementing our Digital Town Hub platform in towns and cities across the UK and internationally to help local communities deliver economic growth, social cohesion and local engagement.

Our clients include local councils, Business Improvement Districts (BIDs), town centre organisations and place-based community groups. We are innovating with technologies like IoT and Open Banking, and we are one of the UK’s leading place-based technology businesses. We are looking to hire a Customer Success Manager who is passionate about digital places, data driven decision making and building strong, trusted relationships.

What You Will Be Doing

You will play a key role in the successful rollout and ongoing adoption of our Digital Town Hubs. The role blends:

• Client relationship management
• Data analysis and reporting
• Operational delivery
• Product feedback and roadmap influence
• Content creation and marketing support

Your remit covers both the day to day running of hubs and the bigger picture development of scalable customer success processes as Loqiva grows.

NOTE: This job is most suitable to a recent graduate or an applicant at the start of their career.Day to Day ResponsibilitiesClient Success

• Manage day to day relationships with clients, ensuring they have support, clarity and confidence in using the platform.
• Lead client onboarding, improving and standardising the process over time.
• Check in regularly with clients to identify product opportunities, risks and new use cases.
• Run reviews and present performance insights backed by data.

Digital Hub Operations

• Support the operational running of all Digital Town Hubs across multiple regions.
• Oversee business onboarding, content readiness and launch support.
• Manage an international remote team of data entry specialists, ensuring accuracy and reliability.
• Identify bugs or technical issues, and report them clearly into the development pipeline.
• Ensure clients are kept informed about new features, updates and best practices.

Data, Reporting and Insights

• Digest large volumes of platform data to understand adoption, engagement and performance trends.
• Build, maintain and evolve a long term reporting framework that becomes the backbone of how Loqiva measures success.
• Produce clear, actionable reports for internal teams and clients.
• Develop indicators to guide:
• when and where to intervene
• which hubs need support
• where risks or opportunities are emerging
• Automate reporting processes over time to support scaling.

Product Feedback and Roadmap Influence

• Listen closely to client needs and pain points, capturing insights with commercial and technical awareness.
• Translate client feedback into clear, structured product requirements.
• Surface recurring themes or feature requests to guide the product roadmap.
• Support testing and rollout of new features, ensuring clients adopt them successfully.

Content and Marketing

• Create slide decks, guides and explanatory materials to support hub launches and client communication.
• Produce social media content that highlights client wins and new product use cases.
• Contribute to monthly newsletters, thought pieces and Loqiva marketing campaigns.

Who We Are Looking For

You are someone who pairs emotional intelligence with analytical thinking. You can empathise with clients, communicate clearly and build trust, while also interpreting data, spotting trends and distilling insights.

You will naturally demonstrate:

• Strong relationship building skills and emotional intelligence
• Confident communication and presentation abilities
• A data driven mindset and confidence working with numbers
• Curiosity and problem solving
• Structured thinking and the ability to build repeatable processes
• Attention to detail and organisational discipline
• The ability to manage remote teams and collaborate across disciplines
• Genuine interest in local communities, digital placemaking and civic technology

Bigger Picture Goals

As Loqiva continues to scale, you will help shape how we measure and deliver success through:

• A scalable reporting framework that guides prioritisation and interventions
• Efficient and repeatable client onboarding processes
• Clear feedback loops between clients, Customer Success, Product and Development
• Stronger product adoption that drives more content, activity and engagement from businesses and residents
• A deeper understanding of what makes hubs grow and how to replicate that across locations
• Your work should ensure each Digital Town Hub becomes a thriving digital ecosystem, supported by both qualitative client relationships and quantitative performance insights.

Metrics That Relate To Your Role

• Adoption and engagement of the Digital Town Hub by clients, businesses and app users
• Client satisfaction and retention
• Hub performance trends and the insights produced
• Accuracy and timeliness of reporting
• Quality of product feedback and bug reporting
• Output and engagement of content and marketing materials
• Productivity and quality control of the data entry team