At a Glance
- Tasks: Manage client relationships and ensure they maximise the value of our innovative platform.
- Company: Join Lupa, a fast-growing AI startup revolutionising veterinary care.
- Benefits: Competitive salary, vibrant office culture, and opportunities for professional growth.
- Other info: Work in a dynamic environment with a supportive and ambitious team.
- Why this job: Be part of a mission-driven team making a real difference in pet health.
- Qualifications: Experience in customer success or account management, strong communication skills.
The predicted salary is between 40500 - 49500 £ per year.
About Us
Lupa is building a category defining product the industry has never seen before. We're the AI-native operating system for veterinary practices and pet parents, replacing the fragmented, clunky systems vets have tolerated for years with a single intelligent platform for scheduling, client communication, clinical documentation, and AI-driven care guidance. Practices run more efficiently, vets get back to doing what they love, and pet parents feel more connected to their animals' health than ever. The traction speaks for itself: founded in 2023 and already one of Europe's top 100 AI startups, with a team of 50 people, 10x growth in twelve months, the UK market leader, and now charging hard into the US and Europe. We have $25M in funding, 1M+ pets on the platform, and a buzzing HQ in Paddington, London.
In this role, you will:
- Own a portfolio of Lupa clients as their primary point of contact and relationship holder.
- Drive retention by proactively ensuring every client understands and realises the full value of the platform.
- Manage the renewal cycle for your accounts, forecasting accurately and closing on time.
- Identify and pursue upsell opportunities through strong relationships and deep product knowledge.
- Triage client issues effectively, working with Support and Product to resolve them quickly and communicate clearly throughout.
- Track account health metrics and intervene early when you spot signs of disengagement or risk.
- Represent client feedback internally, contributing to product roadmap discussions with clear, evidence-based insights.
Your background looks something like:
- Solid experience in a customer success or account management role, ideally in a B2B SaaS environment.
- Commercial confidence and the ability to manage a portfolio with accountability for retention and revenue growth.
- Strong communication skills, written and verbal with the ability to simplify complex product concepts for non-technical users.
- A proactive approach to risk: you identify problems before they escalate and act without being prompted.
- Experience at a B2B SaaS company known for high-quality customer success (nice to have).
- Familiarity with Salesforce, HubSpot, Gainsight, or Intercom (nice to have).
- Background at a high-growth Series B+ startup where you’ve had to adapt quickly as the business scaled (nice to have).
As a person, you:
- Build real relationships, not transactional ones; clients are genuinely glad to have you as their contact.
- Are commercially sharp and accountable for the numbers in your book of business.
- Work cross-functionally in a fast-moving environment without losing track of your own priorities.
- Are excited to work in-person from our Paddington, London HQ (or New York office).
- Value working with people who are kind, ambitious, and pragmatic.
What does success look like in 6 months?
- You’ve taken full ownership of your client base and know the product inside out.
- You’re closing renewals and upsells independently with confidence.
- Your accounts are among the healthiest in the portfolio.
Customer Success Associate in London employer: Lupa Pets Ltd
Lupa Pets Ltd is an exceptional employer that prioritises employee growth and a collaborative work culture, making it an ideal place for a Customer Success Specialist. With the flexibility of hybrid working from our vibrant Paddington HQ or the dynamic New York office, employees enjoy a supportive environment that fosters innovation and teamwork. We offer competitive benefits and opportunities for professional development, ensuring that our team members thrive while helping pet-parents and veterinary partners maximise their experience with our cutting-edge AI-native platform.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Associate in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Lupa Pets Ltd. 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 Lupa Pets Ltd 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 Associate 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 Lupa Pets Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Lupa Pets Ltd 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 Lupa Pets Ltd!
How to prepare for a job interview at Lupa Pets Ltd
✨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.
