Customer Success Manager

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 awesome 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.

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
• First round interview led by Hiring Manager
• Technical assessment interview with the Hiring Manager and one member of Lottie's commercial team
• Final interview with Lottie's Co-Founder & CEO

Candidate Experience

• Pre-Screen & First Interview: You’ll receive an email notification, but no specific feedback will be provided at this stage.
• Hiring Manager Interview: If you are unsuccessful after this interview, you will receive constructive feedback via email.
• Case Study: If you are not successful after the case study, you’ll receive constructive feedback via email and be offered a debrief call with our Talent Lead.
• Final Interview: For final-stage candidates who are not offered the role, we will provide your feedback live via a phone call.

Meet Lottie

Founded in London in July 2021, Lottie is a fast growth HealthTech start-up aiming to build the world’s first SaaS enabled marketplace for care and with a goal of allowing families to seamlessly book care online in a similar manner to reserving a holiday stay via Airbnb or Expedia. Since launching in July 2021, Lottie has supported millions of care seekers find the right care for loved ones and has raised over £25m from leading venture capital funds.

Why Lottie?

• Career Opportunity - A career-defining opportunity to shape customer success across our growing product suite and tackle complex challenges!
• Early Hire Benefits - Be an early hire at one of the UK’s fastest growing startups and benefit from fast career progression, as well as a generous stock options package.
• Mission - Tech for good that aims to build the care industry of the future and to positively impact millions of peoples lives.
• Investors - Series A backed startup having raised £25m+ from tier 1 venture capital investors.
• Global Opportunity & Scalability - Be part of a company that is solving a real tangible problem that every family around the world faces at some point in their life.
• People - Join a kind, talented and mission driven team that loves coming to work every day.
• Culture - Excellent employee compensation/benefits, hybrid office policy and outstanding company culture.

We want to create an inclusive environment that celebrates the diversity of our people whilst enabling them to do the best work of their careers. We are committed to ensuring that all our people processes are equitable. 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.