Head of Customer Success, Lupa
4+ days a week in office (Paddington, London)
AI-native Operating System for the vets and pets
Job no longer available
AI-native Operating System for the vets and pets
21-100 employees
Job no longer available
4+ days a week in office (Paddington, London)
21-100 employees
Company mission
We are reinventing animal care
Role
Who you are
- Customer-centric mindset with a strong sense of ownership and accountability
- Exceptional prioritisation and time management in a fast-moving, resource-constrained environment
- Highly autonomous – comfortable operating with ambiguity and minimal structure
- Commercial awareness – understands retention, expansion, and lifetime value drivers
- Strong analytical skills with the ability to interpret usage data and customer behaviour
- 3+ years Experience in Customer Success, Account Management, or similar roles in a B2B SaaS environment
What the job involves
- Own the full customer lifecycle from post-implementation through renewal and expansion
- Build strong, trusted relationships with veterinary clinics at multiple levels (practice managers, owners, clinical staff)
- Act as the primary point of contact for strategic customer needs, escalations, and long-term success
- Drive product adoption and depth of use across key features and workflows
- Work with customers to define and track success metrics aligned to their operational and commercial goals
- Identify opportunities to grow customer value through increased usage, feature adoption, and future upsell opportunities
- Support customers through product evolution, changes, and new releases
- Create and maintain customer success plans and action plans for key accounts
- Proactively identify churn risk using usage data, engagement signals, and qualitative feedback
- Design and execute intervention strategies to mitigate churn and improve retention
- Own renewal readiness and provide clear visibility into retention risk
- Act as a key customer advocate internally across Product, Engineering, Sales, and Leadership
- Own customer success reporting, including usage trends, adoption metrics, churn risk, and retention drivers
- Analyse customer behaviour and platform usage to identify patterns, risks, and opportunities
- Define and refine customer success processes, playbooks, and best practices
- Responsibility for defining Customer Success KPIs and OKRs
Application process
- Apply for role
- Values Questionnaire
- Virtual Chat
- In Person meeting
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
$4.4m
SEED
Total funding: $25.4m
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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