Lottie

1 Job

195 Employees

About the Company

Meet Lottie - a family’s trusted (and free) guide to best understand, find and fund later life care. Founded in August 2021 by two brothers, Will and Chris Donnelly, Lottie is on a mission to elevate later life for everybody.

Listed Jobs

Company Name: Lottie
Job Title: Customer Success Manager
Job Description: **Job Title** Customer Success Manager **Role Summary** Lead and nurture relationships with a growing portfolio of care operators. Serve as the primary advisor to ensure successful onboarding, customer retention, and revenue growth through upsells and cross‑sell opportunities across the product suite. **Expectations** - Deliver client retention and revenue targets, driving upsell and cross‑sell revenue in line with business goals. - Own the entire customer lifecycle from onboarding through renewal, maintaining high levels of satisfaction and engagement. - Use data‑driven insights to show ROI to clients and influence product and service improvements. **Key Responsibilities** - Develop and execute client retention strategies and scalable best practices. - Conduct contract renewal, pricing negotiations, and package upgrade discussions. - Plan and host onboarding kick‑off meetings, tailoring detailed onboarding plans per client. - Act as the primary point of contact for client queries via phone and email, providing trusted advisory support. - Analyze usage data, generate reports demonstrating ROI and success metrics, and share findings with stakeholders. - Identify and champion cross‑sell and upsell opportunities within the product suite. - Collaborate with Product, Engineering, Sales, and Marketing to convey client feedback and influence roadmap. - Mentor junior team members and contribute to the development of the Customer Success team. **Required Skills** - Proven experience in customer success or account management with a track record of meeting revenue and retention goals. - Strong data‑analysis ability, translating metrics into actionable strategies. - Excellent communication, stakeholder management, and relationship‑building skills. - Experience leading client onboarding and ensuring long‑term success in a SaaS or tech‑platform environment. - Collaborative mindset with the ability to work cross‑functionally (Product, Tech, Sales, Marketing). - Proactive, self‑starter attitude, high attention to detail, and ability to work autonomously. **Required Education & Certifications** - Bachelor’s degree in Business, Marketing, or related field (preferred). - No mandatory certifications; relevant experience in customer success or account management is essential.

London, United kingdom

On site

02-03-2026