Customer Success Manager Lottie

Title: Customer Success Manager

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

Salary: 40000 - 50000 (depending on experience and seniority) bonus

Benefits & Culture: See here

Meet our CRO: Customer Success in care

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 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. Youll 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 youll have the opportunity to shape best practices mentor junior team members and influence product directionwith 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 portfolios growth and clients business success.

• Become an expert on Lotties 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 youll 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.

• Youre 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.

• Youre a self-starter with a proactive mindset and high attention to detail - you get things done without needing to be asked.

This role isnt for you if

• Youre 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.

• Youre not comfortable being the primary point of contact for clients and owning their success from onboarding through to renewals.

• Youre not excited about using data to drive insights and proactively improve the customer experience.

• You dont enjoy collaborating closely with various teams like Product Sales and Engineering to advocate for customer needs.

• Youre uncomfortable with the ambiguity and fast pace of a growing marketplace where youll need to balance competing priorities.

Lotties Interview Process

1. Screening interview led by Lotties 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 Lotties commercial team.

4. Final interview with Will Donnelly (Lotties Co-Founder & CEO)

Candidate Experience: All candidates will be informed of their application status.

• Pre-Screen & First Interview: Youll 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 youll 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 worlds 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 Top Startup awards.

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

• Lottie (B2B2C Marketplace) - Free service that helps families find the UKs 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 UKs 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 LinkedIns 2024 Top Startups and named the UKs number one startup for 2025 in 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

Required Experience:

Manager