At a Glance
- Tasks: Design and run customer success strategies for SMEs, focusing on retention and engagement.
- Company: Join Lifted, a fast-growing tech startup transforming the care industry.
- Benefits: Competitive salary, hybrid working, 25 days holiday, and a pension scheme.
- Other info: Be part of an A-star team dedicated to solving meaningful problems.
- Why this job: Make a real impact in the care sector while shaping customer experiences.
- Qualifications: 3+ years in Customer Success or related fields, with experience in automation and data analysis.
The predicted salary is between 49500 - 60500 £ per year.
150,000+ care roles sit unfilled in the UK, and demand is set to rise 27% over the next 15 years.
People are care providers' biggest asset and biggest challenge.
Lifted is the platform that helps them hire, onboard, sponsor, and stay compliant — all in one place.
We are VC-backed, Early-stage, with 500+ customers and growing fast.
Our founder Rachael built Lifted after her mum went into care, so we’re an A-star team (ex Deliveroo, Amazon, Mc Kinsey) driven by solving problems that matter.
About Lifted
150,000+ care roles sit unfilled in the UK, and demand is set to rise 27% over the next 15 years.
People are care providers' biggest asset and biggest challenge.
Lifted is the platform that helps them hire, onboard, sponsor, and stay compliant — all in one place.
We are VC-backed, Early-stage, with 500+ customers and growing fast.
Our founder Rachael built Lifted after her mum went into care, so we’re an A-star team (ex Deliveroo, Amazon, Mc Kinsey) driven by solving problems that matter.
The role
Our SME customer base is growing faster than a one-to-one model can serve it.
We're hiring a digital-minded Customer Success professional to design and run how Lifted looks after these customers.
That means automated lifecycle journeys, a health score that flags risk early, one-to-many engagement, and a support operation that fixes problems at the root.
You'll own SME retention, and you'll turn what customers tell us into evidence Product acts on.
This is a build role: you'll be the first person in this seat. You'll work closely with Customer Success, Product and Engineering.
- What you’ll do
- Own the SME portfolio from sales handover to renewal, with retention as your main measure.
- Map the SME customer journey and automate it in Hub
Spot: onboarding milestones, check-ins, usage nudges, renewal reminders, and release and webinar comms.
- Build an SME health score from usage, onboarding progress and support signals, and run playbooks that step in when an account dips.
- Replace one-to-one calls as the default with one-to-many engagement: webinars, release updates, and industry and compliance guidance.
- Own our support model in Intercom, including triage, escalation routes, Fin automation and the help centre, so every customer gets a fast outcome rather than a holding reply.
- Build a customer insights dashboard and bring the top pain points, with evidence, to the weekly product priority call.
- Spot renewal and expansion opportunities and work them with the commercial team.
- What success looks like in your first 6 months
- Every client gets a response, or is routed to the right owner, within an hour.
- Every SME account has a live health score, and at‑risk accounts are flagged automatically.
- The core SME journey runs on automation, from handover to renewal.
- SME retention holds at 98% or above.
- Product and leadership use your insights dashboard every week, and repeat issues are falling.
- What you’ll bring
- 3+ years in Customer Success, Digital or Scaled CS, CS Ops or Lifecycle Marketing in B2B Saa S.
- A track record of building automated customer journeys and health scoring for an SME or high-volume segment, with evidence it improved retention.
- Hands‑on experience with Hub Spot workflows and reporting, and with Intercom (including Fin) or similar support tooling.
- Comfort with data: you can turn usage and ticket data into a clear story and a recommendation.
- Commercial sense: you can tell when a support conversation is really a renewal or expansion conversation.
- The ability to build trust quickly with busy operators, often without meeting them in person.
- Bonus: experience in care, healthtech, HR tech or compliance software.
- Why join
- Ownership: you'll design how Lifted serves SMEs rather than inherit someone else's
- process.
- Product influence: your evidence feeds directly into the roadmap.
- Visibility: you'll work closely with leadership in a scaling, VC-backed business.
- Work that matters: every issue you remove helps care providers keep their staff and deliver better care.
What we offer
- £45,000–£60,000 base salary plus upsell commission and retention bonus
- Hybrid working
- 3 days a week in our London office, up to 2 days at home
- 25 days holiday
- Pension
- #J-18808-Ljbffr
Digital Customer Success Manager (SME) in London employer: Lifted
Lifted is an innovative and values-driven startup that is transforming the social care sector in the UK. As an Immigration Advisor, you will be part of a dynamic team dedicated to ethical recruitment and compliance, with opportunities for professional growth and development. Our supportive work culture fosters collaboration and embraces technology, making it an exciting place to build your career while making a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Digital Customer Success Manager (SME) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Lifted. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Lifted before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Digital Customer Success Manager (SME) in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Lifted:Your cover letter is your chance to shine! Tell us why you want to work at Lifted specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Lifted!
How to prepare for a job interview at Lifted
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
