At a Glance
- Tasks: Own client relationships, drive retention, and identify upsell opportunities in a dynamic SaaS environment.
- Company: Lupa, an innovative AI-native operating system for veterinary practices.
- Benefits: Competitive salary, growth opportunities, and potential relocation to New York.
- Other info: Join a passionate team dedicated to transforming the veterinary industry.
- Why this job: Make a real impact on pet care while shaping the future of veterinary practices.
- Qualifications: Experience in customer success or account management, with strong communication skills.
The predicted salary is between 40500 - 49500 £ per year.
Lupa is building a category-defining AI-native operating system for veterinary practices and pet parents, and we are seeking an exceptional Customer Success / Account Manager to own a portfolio of clients as their primary contact.
You will drive retention, manage renewals, identify upsell opportunities, triage issues with Support and Product, and represent client feedback to inform the product roadmap.
This role is based in London with a path to the NY office.
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Client Success Lead – B2B SaaS Growth in London employer: Lupa
Lupa is an exceptional employer, offering a dynamic work environment in the heart of Paddington, London, where innovation meets passion for pet health. With a strong focus on employee growth through a unique 24-month programme, team members gain hands-on experience across various business functions while contributing to a groundbreaking AI-native platform. The collaborative culture fosters curiosity and ambition, making it an ideal place for those eager to take on real responsibilities and make a meaningful impact in the veterinary industry.
StudySmarter Expert Advice🤫
We think this is how you could land Client Success Lead – B2B SaaS Growth in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Lupa. 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 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 Client Success Lead – B2B SaaS Growth 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:Your cover letter is your chance to shine! Tell us why you want to work at Lupa 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!
How to prepare for a job interview at Lupa
✨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.
