Customer Success Executive, Lottie
£32-40k
+ Offers Equity & Bonus
2 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
£32-40k
+ Offers Equity & Bonus
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 an awesome opportunity for anyone who loves building strong client relationships, delivering exceptional customer experiences, and helping care operators grow their businesses
- You have 1-3 years of experience in customer success, account management, customer support, or a similar client-facing role
- You have excellent communication skills with a knack for explaining concepts clearly and building rapport quickly
- You're highly organised and can manage multiple client relationships simultaneously
- You bring infectious energy and optimism to every client and company interaction - you show up with a smile, tackle challenges with a "let's go" attitude, and believe no problem is too big to solve
- You're a natural problem-solver who stays calm under pressure and finds creative solutions
- You're proactive and take initiative - you spot opportunities and act on them without needing to be asked
What the job involves
- Lottie is looking for a Customer Success Executive to lead and nurture relationships with a growing portfolio of care operators on our marketplace platform
- Lottie is a digital marketplace that connects care operators with families seeking care in their local area - think Airbnb or Booking.com, but for care homes and home care services
- You'll play a crucial role in ensuring clients are successfully onboarded, trained, and supported throughout their journey on the Lottie platform
- You'll work alongside the wider Customer Success team and receive support from every corner - with access to sales, product, engineering, the Founders, and the broader commercial team
- 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 on enquiry volume, conversion rates, and occupancy trends that demonstrate ROI and support both your portfolio's growth and clients' business success
- Become an expert on Lottie's marketplace platform, understanding how care operators can maximise visibility, enquiry volume, and conversion rates
- What problems will you be solving?
- Enabling care operators to build stronger, more successful businesses by mastering marketplace dynamics - turning technology and data into occupancy growth and better care outcomes for thousands of families across the UK
- Helping new clients get up and running quickly with smooth, well-organised onboarding experiences that set them up for long-term success
- Resolving client issues and technical challenges efficiently to maintain satisfaction and minimise disruption to their business
- Supporting client retention by building trust, demonstrating value, and helping operators see measurable results (more enquiries, better conversion rates, higher occupancy)
- Amongst many others!
- Department: Lottie Marketplace, Commercial. Reporting to the Director of Customer Success
Application process
- Application Deadline: December 4th, 2025. Applications will be reviewed after this date - early submission encouraged
- 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
$7.9m
SEED
Total funding: $32.9m
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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