Customer Success Manager, Lottie
£60-130k
OTE
£30-45k
BASE
Offers 📈 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
Be an early applicant
A family's trusted guide to later life care
21-100 employees
Be an early applicant
£60-130k
OTE
£30-45k
BASE
Offers 📈 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
- You have proven experience in a customer success or account management role with a track record of successfully managing client relationships and hitting revenue targets
- You're confident influencing internal and external stakeholders via data-led analysis and can translate insights into actionable strategies
- You have experience onboarding new clients and setting them up for long-term success, ideally in a SaaS or tech platform environment
- You have excellent communication and client management skills, with the ability to build trust and credibility quickly
- You have great collaboration skills and enjoy working with various departments, from Product and Tech to Business Development and Marketing
- You're a self-starter with a proactive mindset and high attention to detail - you get things done without needing to be asked
- 💔 This role isn’t for you if…
- You're not passionate about elevating later life for everybody – our mission is at the heart of everything we do
- You prefer a highly structured environment with pre-defined solutions; we thrive on autonomy and proactive problem-solving
- You're not comfortable being the primary point of contact for clients and owning their success from onboarding through to renewals
- You're not excited about using data to drive insights and proactively improve the customer experience
- You don't enjoy collaborating closely with various teams like Product, Sales, and Engineering to advocate for customer needs
- You're uncomfortable with the ambiguity and fast pace of a growing startup where you'll need to balance competing priorities
What the job involves
- Lottie is looking for a Customer Success Manager to lead and nurture relationships with a growing portfolio of care operators across our product suite
- Whether they're using our marketplace to connect with families, Found OS to manage their operations, or both - you'll be their trusted advisor and champion
- This is an awesome opportunity for anyone who loves building strong client relationships, driving strategic initiatives, and continuously improving the customer experience
- You'll have a huge amount of autonomy to drive client retention, deliver against revenue targets, and ensure seamless onboarding
- As a key member of our Customer Success team, you'll have the opportunity to shape best practices, mentor junior team members, and influence product direction—with direct access to sales, product, engineering, and leadership across the business
- Develop and implement strategies for client retention and consistently deliver upsells inline with business targets
- Lead conversations around contract renewals, pricing negotiations, and package upgrades
- Arrange and host onboarding kick-off meetings, proactively creating comprehensive onboarding plans tailored to each client
- Support clients via phone and email, acting as their primary point of contact and trusted advisor
- Analyse and share data that demonstrates ROI and supports both your portfolio's growth and clients' business success
- Become an expert on Lottie's products, understanding how care operators can maximise value from our platform
- Identify opportunities to expand client usage across our product suite
- 💪 What problems will you be solving?
- Enabling care operators to build stronger, more successful businesses by helping them leverage Lottie's technology and data to drive occupancy growth and better care outcomes for thousands of families across the UK
- Driving client retention and revenue growth by proactively addressing needs and maximising upsell/cross-sell opportunities aligned with business targets
- Ensuring seamless client onboarding and helping care operators quickly understand how to succeed with Lottie's products
- Championing the voice of the customer internally to drive product improvements and enhance the overall experience
- Bridging the gap between products - identifying when clients could benefit from our full suite of solutions and facilitating smooth adoption
- Amongst many others!
Application process
- Screening interview led by Lottie's Talent Acquisition Lead (Alice Rooke)
- First round interview led by Hiring Manager
- Technical assessment interview with the Hiring Manager and one member of Lottie's commercial team
- Final interview with Will Donnelly (Lottie's Co-Founder & CEO)
- 🤩 Candidate Experience: All candidates will be informed of their application status
- Pre-Screen & First Interview: You'll receive an email notification, but no specific feedback will be provided at this stage
- Hiring Manager Interview: If you are unsuccessful after this interview, you will receive constructive feedback via email
- Case Study: If you are not successful 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 your feedback live 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: $33.4m
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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