Customer Success Manager , Lottie
£38-50k
+ Equity - a very generous EMI share offering
2-5 days a week in office (London Bridge, London)
A family's trusted guide to later life care
Posted today
A family's trusted guide to later life care
21-100 employees
Posted today
£38-50k
+ Equity - a very generous EMI share offering
2-5 days a week in office (London Bridge, London)
21-100 employees
Company mission
To elevate later life for everybody.
Role
Who you are
- This is an awesome opportunity for anyone who loves building strong client relationships, driving strategic initiatives, and continuously improving the customer experience
- Proven experience in a customer success or account management role, ideally within a SaaS environment, with a track record of successfully managing client relationships
- Experience onboarding new clients and setting them up for long-term success
- Excellent communication and client management skills
- Strong organisational and leadership skills
- Great collaboration skills, as you'll be working with various departments, from Product and Tech to Business Development and Marketing
- A self-starter mindset, proactive in getting things done with a high level of attention to detail
What the job involves
- Department: Found, Commercial. Reporting to the Head of Commercial, Found
- Team Found is looking for a Customer Success Manager to lead and nurture relationships with a growing portfolio of clients. Found is Lottie’s CRM platform, designed to help clients manage, prioritise, and forecast their occupancy and enquiries
- You’ll have a huge amount of autonomy to drive client retention and seamless onboarding, while also guiding the Customer Success Executive team
- You'll also receive support from every corner, with direct access to sales, product, engineering, the Founders, and the wider Customer Success team
- Develop and implement strategies for client retention, upsell, and cross-sell opportunities
- Lead conversations around contract renewals, pricing, and upgrading packages
- Arrange and host onboarding kick-off meetings, proactively creating comprehensive onboarding plans for clients
- Become an expert on all things Found, providing comprehensive online training
- Support our clients via phone and email, ensuring their needs are met
- Share feedback and insights from customers with the Product team to support their decision-making and prioritisation of development activities
- Support clients with bugs/issues, owning them through to resolution
- Analyse customer data and identify trends to proactively address potential issues and inform product development
- What problems will you be solving?
- Driving client retention and growth by proactively addressing needs and maximising upsell/cross-sell opportunities
- Ensuring seamless client onboarding for a successful start with the Found platform
- Championing the voice of the customer internally to drive product improvements and enhance the overall experience
- Resolving client issues and bugs efficiently to maintain satisfaction and minimise disruption
- Guiding clients to maximise their use of Found's features for effective occupancy and enquiry management, informed by data analysis
- Amongst many others!
Application 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 Found's Commercial team
- Final interview with Will Donnelly (Lottie’s Co-Founder & CEO)
- The majority of feedback will be given via email and we try our very best to give specific and constructive feedback where possible. Your profile will be reviewed by a human, not using AI
Salary benchmarks
Our take
Choosing a care home is often a hugely daunting, complex, and expensive process, coming at a time that's already stressful enough. What's more, the UK's ageing population is growing at an increasing rate, putting more strain on social care than ever before. The result is that 44% of care seekers often ultimately regret their choice of care home, something that has had increasing attention since the start of the COVID-19 pandemic.
Lottie aims to address this in part by simplifying the process of finding the perfect care home for every individual's specific needs. Its online marketplace gives users all the tools to select and compare the UK's best-performing care homes, taking into account CQC reports, facilities, treatment methods, and location.
Having received investment, Lottie aims to continue its growth to reshape the future of the care industry. It is doing so with a strong emphasis on data and real-time information, collecting datasets that will be vital not just to its business operations, but potentially to the UK government and healthcare policy too.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Employee endorsements
Autonomy
"Everyone is encouraged and empowered to use their own experiences and ideas to add value to the team in their respective departments. Lottie is very..."
Funding (last 2 of 4 rounds)
Oct 2023
$21m
SERIES A
Jul 2022
$8.2m
SEED
Total funding: $33.3m
Company benefits
- 26 days holiday + Bank holidays
- Flexible working hours
- Everyone owns equity
- Private Medical Insurance
- Cashplan
- Wellness budget
- L&D budget
- A 3-night stay at Unplugged
- 2-weeks Work from anywhere
- 20-weeks full pay for Primary Parental Leave
- 8-weeks full pay for Secondary Parental Leave
- 2-weeks unpaid Carers Leave
- 5-days paid leave for those going through the IVF process
- Workplace Nursery Scheme
- Compassionate Leave
- Employee Assistance Programme
- Access to Mental Health First Aiders
- Quarterly team events
Company values
- Ownership
- Impact
- Nimbleness
- Kindness
Company HQ
Bermondsey, London, UK
Articles
Leadership
Will Donnelly
(Co-Founder & CEO)Prior to Lottie, Will spent 5-years at CBRE, where they advised on £2.5bn of healthcare transactions, supported the NHS during COVID-19, and established themself as a leading global later living expert.
Chris Donnelly
(Co-Founder)Before Lottie, Chris founded and successfully grew Verb into one of the world's most recognised luxury digital agencies with a global client base including Bugatti, Jimmy Choo & Net A Porter.
People progressing
Hannah joined Lottie as the company's first Care Expert (Customer Care) following spells in the charity and tech sectors. Since joining, Hannah has been promoted a number of times and is now the Customer Care Lead.
Ruby started as a 4-week Care Expert Intern during University, which was extended. After 1.5 years in the Care Expert team, Ruby moved over to the Marketing team to pursue her career in Social Media!
Diversity, Equity & Inclusion at Lottie
Holly Leckenby Rye (Senior People Manager)
- Fostering an inclusive atmosphere where everyone feels valued and respected
- A wide range of inclusive benefits and policies
- Religious and cultural practices and holidays celebrated
- Job descriptions with inclusive language
- Quarterly anonymous employee engagement surveys
- Bias-free Performance Reviews with quantitive measures in place
- Employee Assistance Programmes
- A diverse social calendar to be inclusive of all employees
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