Customer Success Associate

• Support and build relationships with care operators across Lottie's suite of products. • Help ensure clients get maximum value from Lottie's marketplace connecting families with care providers, Found OS managing care home operations, and Seniorcare supporting employees with eldercare. • Learn from experienced CSMs while developing your own portfolio of accounts with direct exposure to sales, product, engineering, and leadership.

• Have 1-2 years of experience in customer success, account management, sales, or a similar client-facing role. • Be a natural relationship builder who enjoys helping clients succeed. • Be data-comfortable and able to use insights to inform your approach. • Have excellent communication skills and be able to build trust quickly with clients. • Be organised, detail-oriented, and able to manage multiple client relationships simultaneously. • Be eager to learn and develop strategic account management skills. • Be a team player comfortable asking for help and collaborating across departments. • Be passionate about elevating later life for everybody. • Be comfortable with the autonomy and ambiguity that comes with working at a fast-paced startup. • Be excited about working with AI-native technology and eager to learn how automation is reshaping customer success.

• Have experience working with care operators or in the healthcare sector. • Have experience with SaaS products. • Have experience in a startup environment.

• Support client onboarding by hosting kick-off meetings and creating tailored onboarding plans. • Act as the primary point of contact for your portfolio of clients via phone and email. • Proactively monitor client health and engagement, flagging risks or opportunities to senior CSMs. • Support contract renewals and identify upsell opportunities aligned with business targets. • Become an expert on your product and help care operators understand how to maximise value. • Analyse client data to demonstrate ROI and support both your portfolio's growth and clients' business success. • Collaborate with internal teams to resolve client issues quickly and improve the customer experience.

• Receive £30,000 to £40,000 basic salary plus excellent commission up to 50% of basic salary. • Receive a very generous EMI share offering. • Take 26 days holiday plus bank holidays. • Enjoy hybrid working with a minimum of 2 core office days per week. • Work from the London Bridge office. • Be an early hire at one of the UK's fastest-growing startups with fast career progression. • Join a Series A backed startup having raised £25m+ from tier 1 venture capital investors including Accel and General Catalyst.

Founded in London in July 2021, Lottie is a fast-growth HealthTech startup aiming to build the world's first SaaS-enabled marketplace for care, allowing families to seamlessly book care online in a similar manner to reserving a holiday stay via Airbnb or Expedia. 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. Lottie was the acclaimed winner of LinkedIn's 2024 Top Startups and named the UK's number one startup for 2025 in the Startup.co.uk 100 Index.