Job Summary: We’re looking for a Customer Success & Product Manager to join our growing team. This role is perfect for a dynamic, driven professional who’s passionate about creating exceptional customer experiences and making a tangible impact across customer support, implementation, and shaping the product roadmap through customer insights. The ideal candidate brings a strong combination of project implementation experience, customer support expertise, and training capabilities, along with prior experience working within a software company. Success in this role depends on the ability to collaborate effectively with both internal teams and client stakeholders to meet project objectives, improve operational processes, and consistently deliver exceptional value to customers. 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: Regular Number of Openings Available: 1

• Own the OSINT product roadmap end-to-end: collection connectors, monitoring pipelines, provenance and legal compliance, and analyst-facing exploration interfaces to solve the fragmented data problem for open-source inputs specifically. • Lead discovery with operational users to understand how they use open-source intelligence today across both law enforcement and defense contexts. • Define and prioritize the collection layer: which sources matter, what data needs to be extracted, how provenance is maintained, and where legal compliance constraints apply. • Shape the analyst experience for OSINT workflows: how analysts monitor sources, triage incoming signals, correlate OSINT findings with internal datasets, and produce defensible outputs. • Work across teams to ensure OSINT capabilities integrate cleanly into entity resolution, geospatial analysis, and reporting workflows. • Define success metrics for OSINT features and track outcomes: collection coverage, signal-to-noise quality, analyst time-to-lead, and provenance completeness. • Stay close to the OSINT landscape (platforms, techniques, legal developments, and community practices) and bring that context into product decisions.

• Drive the execution of an established vision and create a detailed roadmap relating to a critical product area for Platforms and Ecosystem, ensuring alignment across internal teams, partners, and customers. • Cultivate strong relationships and processes with Engineering counterparts, working as a dynamic duo to lead product areas and drive execution hand-in-hand. • Drive product delivery as a hands-on Product Owner, from ideation to launch. This includes authoring and refining epics, user stories, and detailed product requirements to guide engineering teams, as well as managing the product backlog and participating in agile ceremonies. • Lead the quarterly planning process for the Platforms product area. This includes synthesizing strategic input from external partners, coordinating with your internal development team to define scope and dependencies, and presenting the final, approved plan to platform leadership to secure alignment and resources. • Navigate complex and ambiguous technical challenges that span the company and/or our partners to define clear, high-impact product initiatives that your team can execute on. Manage dependencies and competing priorities between our internal product roadmap and the schedules of our strategic partners.

• Contributing towards defining, delivering, and managing the lifecycle of products • Establishing strategic product vision and delivering go-to market strategies • Engaging in product discovery and validation activities