Customer Success Associate, Lottie
£55-60k
OTE
£30-40k
BASE
Offers Equity
2+ days a week in office (London Bridge, London)
A family's trusted guide to later life care
Job no longer available
A family's trusted guide to later life care
21-100 employees
Job no longer available
£55-60k
OTE
£30-40k
BASE
Offers Equity
2+ 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 a brilliant opportunity for someone early in their customer success career who loves building client relationships and wants to develop strategic account management skills
- You have 1-2 years of experience in customer success, account management, sales, or a similar client-facing role
- You're a natural relationship builder who enjoys helping clients succeed
- You're data-comfortable and can use insights to inform your approach (you don't need to be a data expert, but you're happy working with numbers)
- You have excellent communication skills and can build trust quickly with clients
- You're organised, detail-oriented, and can manage multiple client relationships simultaneously
- You're eager to learn and develop your strategic account management skills
- You're a team player who's comfortable asking for help and collaborating across departments
What the job involves
- Lottie is looking for a Customer Success Associate to support and build relationships with care operators
- You'll help ensure clients get maximum value from Lottie, whether that's through our marketplace connecting families with care providers, Found OS managing care home operations, or Seniorcare supporting employees with eldercare
- You'll work closely with our Customer Success team to drive client retention, support seamless onboarding, and contribute to revenue growth
- You'll have the chance to learn from experienced CSMs while developing your own portfolio of accounts - with direct exposure to sales, product, engineering, and leadership across the business
- Support client onboarding by hosting kick-off meetings and creating tailored onboarding plans
- Act as the primary point of contact for your portfolio of clients via phone and email Proactively monitor client health and engagement, flagging risks or opportunities to senior CSMs
- Support contract renewals and identify upsell opportunities aligned with business targets Become an expert on your product and help care operators understand how to maximise value
- Analyse client data to demonstrate ROI and support both your portfolio's growth and clients' business success
- Collaborate with internal teams to resolve client issues quickly and improve the customer experience
- Transforming how care operators run their businesses by empowering them with technology that drives real commercial impact - helping them fill more beds, operate more efficiently, and ultimately serve thousands more families across the UK
- Bridging the gap between cutting-edge technology and an industry that's desperately underserved by tech - you'll be translating complex SaaS products into tangible value for care operators who aren't always tech-savvy
- Being the crucial link between our clients and our product team - your insights will directly shape how we build features that solve real problems for care operators on the ground
- Helping care homes and care providers thrive in an incredibly challenging industry - your work directly impacts their ability to deliver better care and grow sustainable businesses
- Amongst many others!
Application process
- Screening interview led by Lottie's Talent Acquisition Lead (Alice Rooke) - remote
- Case study - work to be completed independently and presented to two commercial leaders at Lottie - remote
- Final interview with Will Donnelly (Lottie's Co-Founder & CEO) and Hiring Manager - in person (London Bridge)
- All candidates will be informed of their application status
- Pre-Screen and Screening interview: You'll receive an email notification, but no specific feedback will be provided at this stage
- Case Study: If you are unsuccessful after the case study, you'll receive constructive feedback via email and be offered a debrief call with our Talent Lead
- Final Interview: For final-stage candidates who are not offered the role, we will provide feedback via a phone call
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
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
(Founder & CEO)Prior to Lottie, Will spent 5-years at CBRE where he advised on £2.5bn healthcare M&A deals, supported the NHS during COVID-19, and became an industry leading expert.
Julien Lavigne du Cadet
(CPTO)Before Lottie, Julien was CTO of Zoe where he was part of the leadership team that helped scale their products to millions and revenue from £0 to £100m ARR.
Laura Mahy
(VP Product)Laura started her tech career at Sainsbury's before becoming Deliveroo's first Product Manager. Following this, she's held leadership roles at Deliveroo, Habito and Zoe.
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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