Customer Success, Lupa
Customer Experience Team :)
4-5 days a week in office (Paddington, London )
AI-native Operating System for the vets and pets
Open for applications
AI-native Operating System for the vets and pets
21-100 employees
Open for applications
4-5 days a week in office (Paddington, London )
21-100 employees
Company mission
We are reinventing animal care
Role
Who you are
- Experience in customer success, account management, or a relationship-driven client-facing role, ideally within a SaaS or tech startup environment
- Commercially minded: you think about customer outcomes, retention, and growth, not just resolving issues
- A proactive communicator who builds trust with clients and spots opportunities before they become problems
- Strong organisational skills, you can manage a portfolio of accounts and keep everything moving
- Comfortable working independently while collaborating closely with Product, Sales, and Support teams
Desirable
- Confident using CRM or customer success platforms (e.g. HubSpot, Salesforce, Vitally, or similar) is a plus
What the job involves
- Own a portfolio of veterinary clinics and become their go-to partner for getting the most out of Lupa
- Proactively engage with your accounts to drive adoption, uncover new opportunities, and deepen the relationship
- Help clinics unlock the full value of the platform by sharing best practices, workflows, and new features
- Monitor account health and flag at-risk accounts early, working to resolve concerns before they escalate
- Be the voice of the customer internally, feeding insights to Product and the wider team to shape what we build next
- Develop scalable playbooks, templates, and resources that raise the bar for the whole team
- Collaborate with the Support team to ensure complex issues are resolved with full context
- Drive retention and growth across your book of business, with real ownership of the outcomes
Application process
- 1. Apply for role
- 2. Virtual interviews
- 3. In person interviews
- 4. Interview with CEO
Salary benchmarks
Our take
Lupa addresses the challenges of pet care service providers and pet parents in an industry where managing appointments, client engagement, and care provisions can be daunting. With its integrated platform, Lupa streamlines practice management and enhances client interactions, replacing fragmented systems and manual tasks.
Lupa leverages AI integration in pet care, automating tasks, offering personalised insights, and providing proactive support for providers and pet parents. Through features like online booking and AI-driven veterinary advice, Lupa simplifies operations and enhances pet care standards, setting a new industry benchmark.
It's a comprehensive solution to the challenges in pet care management, replacing fragmented systems with its integrated platform. By streamlining practice management and client engagement, Lupa eases burdens for businesses and enhances the pet ownership experience.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 3 rounds)
Oct 2025
$20m
SERIES A
Jan 2025
$4.5m
SEED
Total funding: $25.5m
Company benefits
- 💜 Private Medical Insurance - AXA
- 📈 Equity for all employees, without exception
- 💻 Brand New Equipment - MacBook Air M4 hardware
- 👤 Personal Therapist - Unlimited therapy sessions
- ☕ Free barista coffee and beer on tap
- 🏝️ Annual team trip abroad, monthly team socials
- 💪🏼 Subsidised gym membership
- 💰Pension contributions
- 👶 Workplace Nursery Scheme
- 🦷 Private Dental Scheme
- 🍽️ Heavily subsided nightly Dinners
Company values
- FALL IN LOVE, EVERY DAY - We encourage you to shape your role, so you find meaning and fulfilment in your work, everyday.
- OWN IT LIKE IT’S YOURS - We believe in true ownership - holding yourself accountable, delivering with pride, and knowing your effort is recognised and shapes our collective success.
- TRUST YOUR GUT - We trust you to lead with confidence, act on intuition and experience, and own your decisions.
- BE BOLD - At Lupa, we encourage bold thinking and fresh ideas - we push boundaries to build solutions
- ACT WITH EXTREME URGENCY - We move quickly and carefully, with purpose. Every decision and action drives real impact in this company.
Company HQ
Paddington, London, UK
Articles
Leadership
Nicolò Frisiani
(CEO)Graduated from the Imperial College London with an MSc in Machine Learning. Previously worked as a Senior Associate and Consultant at Boston Consulting Group and as a Senior Data Scientist at BCG GAMMA.
Matei Bjola
(COO)Graduated from the London School of Economics and Political Sciences with an MSc in Management. Previously worked at Boston Consulting Group as a Senior Associate and Consultant.
Raul Lozano Martin
(CTO)Graduated from the University of Manchester with a BS in Computer Science. Previously worked as a Software Engineer at Skyscanner and Meta.
People progressing
🦸♂️ As one of our first hires, Giulio has done everything from sales to deployment, and now drives high level projects, bridging the gap between strategy and operational teams.
Diversity, Equity & Inclusion at Lupa
Dan (Head of People)
- Our Vision To build a pack that’s as diverse as the pets (and people!) we serve, where everyone feels valued, supported, and empowered to thrive. Our Commitments 1. Inclusive Hiring Write job descriptions that focus on skills and potential, not just traditional credentials. Partner with diverse job boards and communities Use structured interviews and diverse panels to reduce bias. 2. Representation in Product & Community Involve a wide range of perspectives in product testing, vets, tech teams, clients, and pet owners from different backgrounds. Partner with animal welfare and tech organisations that support accessibility and inclusion.
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