Customer Success Manager

🏷️ Title: Customer Success Manager

👫 Department: Found, Commercial. Reporting to the Head of Commercial, Found

💰 Salary: £38,000 - £50,000 (depending on experience and seniority)

🎁 Benefits & Culture: See here

📈 Equity: A very generous EMI share offering

🌴 Holiday: 26 days + bank holidays

💗 Mission: Elevate later life for everybody and build the care sector of the future

💻 Office Policy: Hybrid with a minimum of 2 core office days per week

🌍 Office Location: London Bridge, London, UK

🔍 The Opportunity:

Team Found is looking for a Customer Success Manager to lead and nurture relationships with a growing portfolio of clients. Found is Lottie’s CRM platform, designed to help clients manage, prioritise, and forecast their occupancy and enquiries.

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 and seamless onboarding, while also guiding the Customer Success Executive team. You'll also receive support from every corner, with direct access to sales, product, engineering, the Founders, and the wider Customer Success team.

💻 What does this role involve?

• Develop and implement strategies for client retention, upsell, and cross-sell opportunities.
• Lead conversations around contract renewals, pricing, and upgrading packages.
• Arrange and host onboarding kick-off meetings, proactively creating comprehensive onboarding plans for clients.
• Become an expert on all things Found, providing comprehensive online training.
• Support our clients via phone and email, ensuring their needs are met.
• Share feedback and insights from customers with the Product team to support their decision-making and prioritisation of development activities.
• Support clients with bugs/issues, owning them through to resolution.
• Analyse customer data and identify trends to proactively address potential issues and inform product development.

💪 What problems will you be solving?

• Driving client retention and growth by proactively addressing needs and maximising upsell/cross-sell opportunities.
• Ensuring seamless client onboarding for a successful start with the Found platform.
• Championing the voice of the customer internally to drive product improvements and enhance the overall experience.
• Resolving client issues and bugs efficiently to maintain satisfaction and minimise disruption.
• Guiding clients to maximise their use of Found's features for effective occupancy and enquiry management, informed by data analysis.
• Amongst many others!

👀 We think you’ll be a great fit if…

• Proven experience in a customer success or account management role, ideally within a SaaS environment, with a track record of successfully managing client relationships.
• Experience onboarding new clients and setting them up for long-term success.
• Excellent communication and client management skills.
• Strong organisational and leadership skills.
• Great collaboration skills, as you'll be working with various departments, from Product and Tech to Business Development and Marketing.
• A self-starter mindset, proactive in getting things done with a high level of attention to detail.

💔 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.

🔢 Lottie’s Interview Process

1. Screening interview led by Lottie’s Talent Acquisition Lead
2. First round interview led by Hiring Manager
3. Technical assessment interview with the Hiring Manager and one member of Found's Commercial team
4. Final interview with Will Donnelly (Lottie’s Co-Founder & CEO)

🤩 Candidate Experience: The majority of feedback will be given via email and we try our very best to give specific and constructive feedback where possible. Your profile will be reviewed by a human, not using AI.

🚀 Meet Lottie

Founded in London in July 2021, Lottie is a fast growth HealthTech start-up aiming to build the world’s first SaaS enabled marketplace for care and with a goal of allowing families to seamlessly book care online in a similar manner to reserving a holiday stay via Airbnb or Expedia.

Since launching in July 2021, Lottie has supported millions of care seekers find the right care for loved ones and has raised over £25m from leading venture capital funds including Accel, General Catalyst and Kindred, as well as from well known technology entrepreneurs including Mike Hudack (ex-CPTO of Deliveroo & Monzo) and Tom Blomfield (ex-CEO of Monzo Bank). More recently, Lottie was the acclaimed winner of LinkedIn and Startup.co.uk Top Startup awards.

As of today, Lottie offers three core products and services, including:

• Lottie (B2B2C Marketplace) - Free service that helps families find the UK’s best care homes and home care services.
• Found by Lottie (B2B Vertical SaaS) - AI-native OS software supporting care providers to effectively manage their enquiries, occupancy and finances.
• Seniorcare by Lottie (B2B Vertical SaaS) - Employee benefit helping companies deliver outstanding eldercare support to their employees.

🤩 Why Lottie?

• Career Opportunity - A career-defining opportunity to lead and shape the future of our flagship marketplace and tackle complex challenges across the stack!
• Early Hire Benefits - Be an early hire at one of the UK’s fastest growing startups and benefit from fast career progression, as well as a generous stock options package.
• Mission - Tech for good that aims to build the care industry of the future and to positively impact millions of peoples lives. Care is one of the final remaining large consumer industries that is yet to be disrupted and positively revolutionised by technology.
• Investors - Series A backed startup having raised £25m+ from tier 1 venture capital investors including Accel and General Catalyst.
• Global Opportunity & Scalability - Be part of a company that is solving a real tangible problem that every family around the world faces at some point in their life.
• People - Join a kind, talented and mission driven team that loves coming to work every day.
• Culture - Excellent employee compensation/benefits, hybrid office policy and outstanding company culture with a 5/5 employee review score on Glassdoor.
• Award Winning - Acclaimed winner of LinkedIn’s 2024 “Top Startups” and named “the UK’s number one startup for 2025” in Startup.co.uk 100 Index.

We want to create an inclusive environment that celebrates the diversity of our people whilst enabling them to do the best work of their careers. We are committed to ensuring that all our people processes are equitable. All applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status.