Account Management Team Lead

• Title
• Account Manager Team Lead
• Department
• Account Management
• 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 building the AI operating system for social care, changing how the UK finds, manages, and pays for care.

Over 1,000 care providers run on our software, and every one of them is a partner our Account Management team looks after.

That network is growing fast.

Your job is to make account management scale with it, becoming more efficient, more consistent, and more commercial.

You'll lead a growing team of Account Managers while staying hands‑on with accounts, and build the operating model the whole function runs on.

This is a genuine player‑coach role.

Half your time leading and coaching the team and building how account management works at Lottie.

Half hands‑on with your own accounts.

If you can't do both at once, this isn't the right role.

What does this role involve?

• Lead and coach a team of Account Managers, reporting into the Head of Account Management.
• Lead by example by owning your own accounts and helping them grow across Lottie's products. This is a genuine 50/50 role.
• Define what great account management looks at Lottie, from the standards to the playbooks and processes the whole team runs on.
• Drive structural change, including moving partners to a single point of ownership instead of multiple people across one account.
• Build systems that make the way we work better: AI driven automation, self‑serve, and lighter‑touch approaches where a conversation isn’t needed.
• Increase revenue per partner, by working with them to proactively identify opportunities for them to grow with Lottie.

Work with the team to bake this commercial approach into every partner touchpoint.

• Work closely with our product team to identify emerging themes in partner feedback, back them with data and make the case for what to build next.
• Raise the team's bar every day on quality, pace, and commercial instinct.

What problems will you be solving?

• Many partners have real, untapped potential – higher tiers, more products, greater engagement – and it's on you to build the commercial approach that finds that potential and converts it across the whole book, not just your own accounts.
• Leading the team is half of this player‑coach role.

You'll get the best out of a growing team of Account Managers – coaching them, raising their commercial game, and strategically leaning in on their accounts to help them win, building a team that keeps performing as the book grows.

• Lottie's partner base is large and growing fast across Lottie's Marketplace, Found and Eliza.

As the team scales, you'll make sure that growth in volume doesn't come at the cost of quality or commercial performance, and that the standard holds across everyone's accounts.

• At this volume, structure and process matter more than bespoke handling.

You'll define how a large book gets managed and get the whole team running on it – consistent, efficient and commercial, not just relationship‑building.

• Improving processes and optimising the manual parts of account management. You'll use AI and tech automations to take the repetitive work out of how the team operates.
• We think you’ll be a great fit if…
• You have a background growing accounts, whether that's account management, customer success or sales.

The commercial instinct to grow a relationship, not just service it, is the foundation everything else builds on.

• You’re interested in managing accounts at real volume, elevating a large book of business rather than a small portfolio of enterprise clients.
• You’ve improved how a team works, not just worked in one. You've defined processes, built systems, or driven change that outlasted you.
• You have a commercial edge. You don't need a sales background, but you have a track record of promoting products into accounts and are comfortable with expansion conversations.
• You’re ruthlessly efficient: highly organised, quick through your work, and always looking for ways to save time, improve process, and scale interactions.
• You’ve coached or mentored others. Formal people management is useful but not essential; what matters is evidence of raising others’ game.
• 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’re not prepared to use AI to work faster and smarter.
• You prefer a small, high‑touch portfolio of accounts; this role operates at volume.
• You see account management as purely relationship farming; we need commercial instinct as well as rapport.
• You want to step fully out of hands‑on work; this is genuinely 50/50 management and delivery.
• You want a pre‑defined playbook; you'll be writing it.
• You’re uncomfortable with the ambiguity and pace of a fast‑growing startup.

We want to create an inclusive environment that celebrates diversity and all applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status.

If you require reasonable accommodations during the application or interview process, please let us know at Alice.

Rooke@lottie. org.

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