At a Glance
- Tasks: Manage client relationships, drive retention, and ensure clients maximise platform value.
- Company: Join a dynamic B2B SaaS company focused on customer success.
- Benefits: Competitive salary, growth opportunities, and a supportive team environment.
- Other info: Work in-person at our vibrant Paddington HQ or New York office.
- Why this job: Make a real impact by helping clients thrive with our innovative platform.
- Qualifications: Experience in customer success or account management, strong communication skills.
The predicted salary is between 50000 - 65000 £ per year.
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 realizes 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 employer: Lupa Pets
At Lupa, we pride ourselves on fostering a vibrant work culture that prioritises employee growth and collaboration. As a Customer Success Associate based in our Paddington, London HQ, you will enjoy the benefits of working in a supportive environment where your contributions directly impact client satisfaction and retention. With opportunities for professional development and a team of kind, ambitious individuals, Lupa is an excellent employer for those seeking meaningful and rewarding careers in the B2B SaaS space.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Associate
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Lupa Pets. 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 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
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:Your cover letter is your chance to shine! Tell us why you want to work at Lupa Pets 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!
How to prepare for a job interview at Lupa Pets
✨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.
