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For Companies At a Glance
- Tasks: Lead onboarding and success for key customers, ensuring satisfaction and product adoption.
- Company: Join Log My Care, a fast-growing UK startup revolutionising the social care sector with innovative tech.
- Benefits: Enjoy a competitive salary, flexible workdays, and the chance to make a real impact.
- Why this job: Be part of a mission-driven team transforming care for vulnerable people through technology.
- Qualifications: 4+ years in customer success at a software company, with strong relationship-building skills.
- Other info: In-office days are Wednesdays and Fridays; diverse and inclusive workplace culture.
The predicted salary is between 32000 - 48000 £ per year.
About us
Log my Care is one of the fastest-growing Care Software start-ups in the UK, having quadrupled its customer base since 2020. Our mission is to digitise the social care sector (care homes and home care agencies) and help hundreds of thousands of carers to provide a better quality of care to the UK’s most vulnerable people. The sector is over 60% analogue and paper-based, losing out on the many benefits technology can bring. We’re passionate about changing this with our awesome mobile App and Web-based tools that make delivering care far, far easier for hard-working carers.
The role
As a Customer Success Manager, you will oversee the onboarding and success of our Enterprise and Key Account customers. You will build lasting relationships, develop tailored success plans, and monitor customer health scores to ensure ongoing product adoption, satisfaction, and retention. You will also collaborate with internal teams to close feedback loops and drive continuous improvement.
Salary Range: £40K – £60K
Location: This role is based in London. Our mandatory in-office days are Wednesdays & Fridays.
Why join us?
- Make a real difference in people’s lives by helping care providers adopt and optimise our product.
- Be part of a fast-growing, mission-driven startup dedicated to transforming the future of care with innovation.
- Own a strategic role that directly impacts customer success, retention, and business growth in an evolving industry.
As a Customer Success Manager, you will:
- Onboarding: Orchestrate successful onboarding for Mid-Market and Enterprise customers, ensuring smooth transitions and clear understanding of the product/service.
- Customer Retention: Build strong relationships with customers, proactively addressing issues to minimise churn and ensure high satisfaction and product adoption.
- Developing Success Plans & QBRs: Create and track success plans, providing clear value through personalised QBRs aligned with customer goals.
- Healthscores: Monitor customer health scores and adoption metrics to proactively drive engagement and revenue retention.
- Success Strategy: Develop strategies to drive product adoption, ensuring customers meet their goals and derive value from the product.
- GTM/Product Collaboration: Collaborate cross-functionally with GTM teams to share insights and enhance the overall customer experience.
We’d love to hear from you if you:
- Customer Success Expertise: 4+ years in a high-growth software company with a proactive and solution-focused mindset.
- Onboarding & Adoption: Skilled in seamless onboarding, troubleshooting challenges, and driving adoption with a data-driven approach.
- Retention & Engagement: Strong relationship builder, experienced in using Customer Success tools to monitor engagement and mitigate risks.
- Account Expansion & Growth: Proven ability to close upsell and cross-sell opportunities, effectively driving account expansion and revenue growth through strategic engagement and consultative selling.
- Data & Strategy: Proficient in analysing customer health scores, creating success plans, and collaborating with cross-functional teams.
- Continuous Improvement: Passionate about learning, optimising processes, and staying up to date with industry best practices.
The Interview Process:
- Submit your Application
- Exploratory call with Olivia Knight (Senior People Manager) [25 mins]
- Interview with Alex Barbeta (Head of Customer Success) via Zoom [45 mins]
- In-person task with Alex Barbeta (Head of Customer Success) and Lizzie (Sales Director) [60 mins]
- Final interview with Sam (Co-founder & CEO) to discuss what you might bring to the role and how you might embody our values at LmC [20 mins]
D&I Statement
Log My Care is committed to being an inclusive and diverse workplace. The excellent work produced by our team would not be possible without bringing together all of our team\’s different backgrounds, experiences and skills. We treat every employee equally, and fairly regardless of age, disability, gender, marital status, race, religion, or sexual orientation. It is vitally important that each of our team members feels confident, comfortable, and empowered.
Recruitment notice
Note to recruitment agencies: Log My Care is committed to building a long-term approach to our hiring strategy, we are therefore already working in partnership with a selected talent partner. We, therefore, ask you to hold off sending speculative CVs or sales approaches.
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Customer Success Manager employer: Log my Care
Contact Detail:
Log my Care Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Familiarise yourself with Log My Care's mission and values. Understanding their commitment to digitising the social care sector will help you align your responses during interviews, showcasing how your experience can contribute to their goals.
✨Tip Number 2
Prepare specific examples of how you've successfully onboarded customers in previous roles. Highlighting your proactive approach and problem-solving skills will demonstrate your fit for the Customer Success Manager position.
✨Tip Number 3
Research common Customer Success tools and metrics used in the industry. Being knowledgeable about customer health scores and engagement strategies will show that you're ready to hit the ground running.
✨Tip Number 4
Network with current or former employees of Log My Care on platforms like LinkedIn. Gaining insights into the company culture and expectations can give you an edge in your interviews.
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer success, particularly in high-growth software environments. Emphasise your skills in onboarding, retention, and relationship building, as these are crucial for the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for transforming the care sector through technology. Mention specific examples of how you've successfully driven product adoption and customer satisfaction in previous roles.
Highlight Relevant Metrics: In your application, include quantifiable achievements related to customer success, such as improved retention rates or successful onboarding processes. This will demonstrate your impact and effectiveness in similar roles.
Showcase Continuous Improvement Mindset: Discuss your commitment to learning and optimising processes in your application. Mention any relevant training or certifications you have completed that align with the company's mission of continuous improvement in customer success.
How to prepare for a job interview at Log my Care
✨Understand the Company Mission
Before your interview, make sure you fully grasp Log My Care's mission to digitise the social care sector. Be prepared to discuss how your experience aligns with their goal of improving care for vulnerable people.
✨Showcase Customer Success Experience
Highlight your previous roles in customer success, particularly in high-growth software companies. Be ready to share specific examples of how you've driven product adoption and customer retention.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle customer challenges. Think of scenarios where you've successfully onboarded clients or resolved issues to demonstrate your proactive approach.
✨Emphasise Collaboration Skills
Since the role involves working cross-functionally, be prepared to discuss how you've collaborated with different teams in the past. Share examples of how you've used insights from various departments to enhance customer experiences.