🏷️ Title: Customer Success Manager

👫 Department: Lottie Marketplace, Commercial. Reporting to the Director of Customer Success

💰 Salary: £40,000 - £50,000 (depending on experience and seniority) + 10-20% bonus depending on performance

🎁 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:

Lottie is looking for a Customer Success Manager 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.

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.

💻 What does this role involve?

• 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.

• 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 on a marketplace platform.

• Championing the voice of the customer internally to drive product improvements and enhance the overall experience.

• Helping care operators navigate competitive local markets and optimise their presence to attract more families.

• Amongst many others!

👀 We think you’ll be a great fit if…

• 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 marketplace, platform, or two-sided network 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 marketplace where you'll need to balance competing priorities.

🔢 Lottie’s Interview Process

Application Deadline: December 4th, 2025. Applications will be reviewed after this date - early submission encouraged.

1. Screening interview led by Lottie’s Talent Acquisition Lead (Alice Rooke)

2. First round interview led by Hiring Manager

3. Technical assessment interview with the Hiring Manager and one member of Lottie’s commercial team.

4. 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.

🚀 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.

If you require reasonable accommodations during the application or interview process, please let us know at Alice.Rooke@lottie.org

Compensation Range: £40K - £50K