At a Glance
- Tasks: Be the go-to person for clients, ensuring they get the most from our platform.
- Company: Join a fast-growing B2B SaaS startup with a vibrant culture.
- Benefits: Competitive pay, flexible working, and opportunities for personal growth.
- Other info: Work in a dynamic team at our Paddington or New York office.
- Why this job: Make a real difference by building strong client relationships and driving success.
- Qualifications: Experience in customer success or account management, ideally in tech.
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 in London employer: Lupa Pets
Lupa Pets is an outstanding employer that fosters a dynamic and supportive work culture, where innovation and collaboration thrive. Located in the vibrant area of Paddington, London, employees benefit from a stimulating environment that encourages personal and professional growth, alongside competitive compensation and unique perks tailored to enhance work-life balance. Join us to make a meaningful impact in the veterinary and pet care industry while developing your career in a company that values your contributions and empowers you to succeed.
We think you need these skills to ace Customer Success Associate in London
Customer Success Management
Account Management
B2B SaaS Experience
Retention Strategies
Revenue Growth
Strong Communication Skills
Problem Identification
