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.
- Other info: In-office days are Wednesdays and Fridays; diverse and inclusive workplace culture.
- 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.
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
As a Sales Development Representative at our innovative company, you'll thrive in a dynamic work culture that prioritises collaboration and personal growth. We offer competitive salaries, comprehensive training, and opportunities for advancement within the rapidly expanding care sector, all while working in a supportive environment that values your contributions and encourages professional development.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Log my Care. 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 Log my Care 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 Customer Success Manager
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 Log my Care:Your cover letter is your chance to shine! Tell us why you want to work at Log my Care 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 Log my Care!
How to prepare for a job interview at Log my Care
✨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.
