Customer Success Manager

• Lead and nurture relationships with a growing portfolio of care operators across Lottie's product suite. • Be a trusted advisor and champion for clients using the marketplace to connect with families and Found OS to manage their operations. • Have a huge amount of autonomy to drive client retention, deliver against revenue targets, and ensure seamless onboarding.

• Have proven experience in a customer success or account management role with a track record of successfully managing client relationships and hitting revenue targets. • Be confident influencing internal and external stakeholders via data-led analysis and able to translate insights into actionable strategies. • Have experience onboarding new clients and setting them up for long-term success, ideally in a SaaS or tech platform environment. • Have excellent communication and client management skills with the ability to build trust and credibility quickly. • Have great collaboration skills and enjoy working with various departments from Product and Tech to Business Development and Marketing. • Be a self-starter with a proactive mindset and high attention to detail. • Be passionate about elevating later life for everybody. • Be comfortable with the ambiguity and fast pace of a growing startup.

• Have experience working with care operators or in the healthcare sector. • Have experience mentoring junior team members. • Have experience influencing product direction based on customer feedback.

• Develop and implement strategies for client retention and consistently deliver upsells in line 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 that demonstrates ROI and supports both your portfolio's growth and clients' business success. • Become an expert on Lottie's products, understanding how care operators can maximise value from the platform. • Identify opportunities to expand client usage across the product suite. • Champion the voice of the customer internally to drive product improvements and enhance the overall experience.

Lottie is solving one of the UK's most pressing social challenges: helping families navigate the stressful, confusing process of finding later life care. Founded by two brothers out of their own frustrating experience, Lottie has grown from a half-broken website launched to meet an investor deadline into the UK's highest-rated care-finding service, backed by Accel and General Catalyst, early backers of companies like Airbnb, Meta, and Spotify. The company has raised more than £25 million, reached 10 million users, and now has a team of 70+ people. Glassdoor tells a remarkable story: 4.9/5 from 27 reviews, with 100% of employees recommending it to a friend. Reviewers consistently highlight the team's kindness, mission-driven culture, and clear career progression. Lottie also offers genuinely good benefits for a startup: private healthcare via Bupa, EMI share options, a 3-night digital detox through Unplugged, 26 days holiday (increasing with tenure), and work-from-anywhere for up to 3 weeks per year. The main thing to be aware of is that this is a fast-paced startup environment with ambitious targets, which some reviewers note is not for everyone. But if you want to do meaningful work that directly helps families during some of the most difficult moments of their lives, while working alongside genuinely kind and talented people, Lottie is a brilliant place to do that.

• Receive £40,000 to £60,000 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. • Shape best practices, mentor junior team members, and influence product direction. • 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.