At a Glance
- Tasks: Build strong relationships and support Students’ Unions in maximising their use of our platform.
- Company: Join a passionate tech provider dedicated to enhancing the student experience.
- Benefits: Enjoy a supportive work environment with opportunities for growth and development.
- Other info: Be part of a small, ambitious team focused on improving student engagement.
- Why this job: Make a real difference in the student community while working with innovative technology.
- Qualifications: Experience in Students’ Unions or similar sectors, with strong digital and communication skills.
The predicted salary is between 30000 - 40000 £ per year.
This is a unique opportunity for someone who knows Students’ Unions, understands the pace and personality of the sector, and wants to use that experience through a digital and customer focused lens. SUMS is a specialist technology provider supporting Students’ Unions across the UK. Our platform has been built specifically for SUs, helping teams manage services, improve communication, strengthen student engagement, and make day to day operations simpler, smarter, and more connected.
Student Union Management System Ltd is part of the University of Lincoln Students’ Union Group, which also includes Lincoln Students’ Union Trading Ltd. This means the platform is closely aligned with the values, priorities, and real working needs of Students’ Unions. It has been developed with a genuine understanding of the sector and a shared commitment to improving the student experience.
We are looking for a Senior Customer Success Lead who can help our customers thrive. This role is about much more than account management. You will be a trusted partner to Students’ Union customers, helping them get the best from SUMS through onboarding, training, relationship building, digital guidance, issue resolution, and ongoing support.
We are particularly keen to hear from candidates who have worked in a Students’ Union before, or who have strong experience working closely with SUs, higher education, membership organisations, or student focused services. You will understand that no two SUs are the same, that priorities can change quickly, and that great support needs to be practical, personable, and rooted in how the sector really works. You will also need to be confident with digital systems and comfortable explaining technology in a clear, helpful, and human way.
Whether you are delivering a demo, supporting a renewal conversation, creating training materials, running a customer review meeting, or helping a team make better use of the platform, you will be focused on making SUMS feel accessible, valuable, and genuinely useful. This role would suit someone who enjoys building relationships, solving problems, presenting ideas, and helping people feel confident using technology.
You will be joining a small, ambitious, and sector focused organisation with a genuine commitment to improving the student experience by helping Students’ Unions do what they do best.
The successful candidate will:
- Build strong, trusted relationships with Students’ Union customers
- Help customers get long term value from the SUMS platform
- Support onboarding, training, product adoption, and customer development
- Use Students’ Union knowledge to understand customer needs and challenges
- Deliver clear and engaging demos, training sessions, and customer meetings
- Create helpful guidance, resources, and documentation for users
- Support renewals, account development, and customer retention activity
- Act as the voice of the customer internally, sharing feedback and insight with the wider team
- Promote the value of SUMS as a trusted digital partner for the Students’ Union sector
We are looking for someone who is approachable, proactive, organised, digitally confident, and passionate about helping customers succeed. You will need to be comfortable working with a range of stakeholders, from operational users to senior SU decision makers, and able to balance relationship management, training, documentation, commercial awareness, and customer advocacy.
Senior Customer Success Lead in Lincoln employer: The University of Lincoln Students' Union
At SUMS, we pride ourselves on being an exceptional employer dedicated to enhancing the student experience through innovative technology tailored for Students' Unions. Our collaborative and supportive work culture fosters personal and professional growth, offering employees the chance to build meaningful relationships while making a tangible impact in the higher education sector. Located within the University of Lincoln Students’ Union Group, we provide a unique opportunity to work closely with passionate individuals who share a commitment to empowering students and improving their engagement.
Contact Details:
The University of Lincoln Students' Union Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Lead in Lincoln
✨Tip Number 1
Get to know the company inside out! Research SUMS and understand how they support Students’ Unions. This will help you tailor your conversations and show that you're genuinely interested in their mission.
✨Tip Number 2
Network like a pro! Reach out to current or former employees on LinkedIn. Ask them about their experiences and any tips they might have for landing the Senior Customer Success Lead role.
✨Tip Number 3
Prepare for those interviews by practising common questions related to customer success and digital systems. Think about how your past experiences align with what SUMS is looking for, especially in terms of relationship building and problem-solving.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the team and contributing to improving the student experience.
We think you need these skills to ace Senior Customer Success Lead in Lincoln
Some tips for your application 🫡
Know Your Audience:Before you start writing, take a moment to understand who you're addressing. We want to see your familiarity with Students’ Unions and how your experience aligns with our mission at SUMS. Tailor your application to show that you get the sector and its unique challenges.
Be Personable:We love a friendly tone! When you're crafting your application, let your personality shine through. Show us that you’re approachable and passionate about helping customers succeed. Remember, this role is all about building relationships!
Highlight Relevant Experience:Make sure to showcase any previous work with Students’ Unions or similar organisations. We want to know how your background equips you to support our customers effectively. Use specific examples to illustrate your skills in onboarding, training, and relationship management.
Keep It Clear and Concise:While we appreciate detail, clarity is key! Make your application easy to read and straight to the point. Avoid jargon unless it’s relevant, and focus on how you can make SUMS feel accessible and valuable for our users. Don’t forget to apply through our website!
How to prepare for a job interview at The University of Lincoln Students' Union
✨Know Your Audience
Before the interview, take some time to research Students’ Unions and their specific needs. Understanding their challenges and how SUMS can help will show that you’re not just familiar with the sector but genuinely invested in making a difference.
✨Showcase Your Experience
Be ready to share specific examples from your past roles, especially if you've worked in a Students’ Union or similar environment. Highlight how your experience aligns with the responsibilities of the Senior Customer Success Lead, particularly in building relationships and providing support.
✨Demonstrate Digital Confidence
Since the role requires explaining technology clearly, practice articulating complex ideas in simple terms. You might even want to prepare a mini-demo of how you would present the SUMS platform to a potential customer, showcasing your ability to make tech accessible.
✨Ask Insightful Questions
Prepare thoughtful questions about the company’s goals, the challenges they face, and how they measure success. This not only shows your interest but also helps you gauge if the role is the right fit for you. Plus, it demonstrates your proactive approach to understanding customer needs.
