Senior Customer Success Lead

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.

Details of this post and all of our vacancies, plus details on how to apply, can be viewed on  If you have any queries or require any reasonable adjustments to be made throughout the recruitment process, please email:

The closing date for completed applications is Friday 19th June 2026 at 12pm noon.

If successful, candidates will be invited to a Panel Interview on Friday 26th June 2026 (AM)

The University of Lincoln Students’ Union is committed to being an equal opportunities employer.