Skills

Communication Leadership Problem-solving Sales Attention to detail Autonomy Marketing business development

Job Specifications

Title: Customer Success Manager

Department: Lottie, department TBC.

Salary: £40,000 - £60,000 (+ excellent commission up to 50% basic salary)

Benefits & Culture: See here

Equity: A very generous EMI share offering

Holiday: 26 days + bank holidays

Mission: Elevate later life for everybody and build the care sector of the future

Office Policy: Hybrid with a minimum of 2 core office days per week

Office Location: London Bridge, London, UK

The Opportunity:

Lottie is looking for a Customer Success Manager to lead and nurture relationships with a growing portfolio of care operators across our product suite. Whether they're using our marketplace to connect with families, Found OS to manage their operations, or both - you'll be their trusted advisor and champion.

This is an incredible opportunity for anyone who loves building strong client relationships, driving strategic initiatives, and continuously improving the customer experience. You'll have a huge amount of autonomy to drive client retention, deliver against revenue targets, and ensure seamless onboarding. As a key member of our Customer Success team, you'll have the opportunity to shape best practices, mentor junior team members, and influence product direction—with direct access to sales, product, engineering, and leadership across the business.

What does this role involve?

Develop and implement strategies for client retention and consistently deliver upsells inline with business targets
Lead conversations around contract renewals, pricing negotiations, and package upgrades
Arrange and host onboarding kick-off meetings, proactively creating comprehensive onboarding plans tailored to each client
Support clients via phone and email, acting as their primary point of contact and trusted advisor
Analyse and share data that demonstrates ROI and supports both your portfolio's growth and clients' business success
Become an expert on Lottie's products, understanding how care operators can maximise value from our platform
Identify opportunities to expand client usage across our product suite

What problems will you be solving?

Enabling care operators to build stronger, more successful businesses by helping them leverage Lottie's technology and data to drive occupancy growth and better care outcomes for thousands of families across the UK.
Driving client retention and revenue growth by proactively addressing needs and maximising upsell/cross-sell opportunities aligned with business targets.
Ensuring seamless client onboarding and helping care operators quickly understand how to succeed with Lottie's products.
Championing the voice of the customer internally to drive product improvements and enhance the overall experience.
Bridging the gap between products - identifying when clients could benefit from our full suite of solutions and facilitating smooth adoption.
Amongst many others!

We think you’ll be a great fit if…

You have proven experience in a customer success or account management role with a track record of successfully managing client relationships and hitting revenue targets
You're confident influencing internal and external stakeholders via data-led analysis and can translate insights into actionable strategies
You have experience onboarding new clients and setting them up for long-term success, ideally in a SaaS or tech platform environment
You have excellent communication and client management skills, with the ability to build trust and credibility quickly
You have great collaboration skills and enjoy working with various departments, from Product and Tech to Business Development and Marketing
You're a self-starter with a proactive mindset and high attention to detail - you get things done without needing to be asked

This role isn’t for you if…

You're not passionate about elevating later life for everybody – our mission is at the heart of everything we do
You prefer a highly structured environment with pre-defined solutions; we thrive on autonomy and proactive problem-solving
You're not comfortable being the primary point of contact for clients and owning their success from onboarding through to renewals
You're not excited about using data to drive insights and proactively improve the customer experience
You don't enjoy collaborating closely with various teams like Product, Sales, and Engineering to advocate for customer needs
You're uncomfortable with the ambiguity and fast pace of a growing startup where you'll need to balance competing priorities

Lottie’s Interview Process

Screening interview led by Lottie's Talent Acquisition Lead (Alice Rooke) - remote
Case study - work to be completed independently and presented to two commercial leaders at Lottie - remote
Final interview with Will Donnelly (Lottie's Co-Founder & CEO) and Hiring Manager - in person (London Bridge)

Candidate Experience: All candidates will be informed of their application status.

Pre-Screen and Screening interview: You'll receive an email notifica

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. Know more