Customer Success Manager, Home Care

• Own and grow the home care partner network, a fast-scaling operationally complex marketplace of around 2,000 care providers across the UK. • Work at scale across a franchise-structured network of home care operators solving real operational problems and building processes that work without you in the room. • Build the CS function that matches the ambition of one of the fastest growing parts of the business.

• Be process-minded and see playbooks, documentation, and self-serve resources as a productivity unlock, having built things that outlasted you. • Be a natural relationship builder who people trust quickly and who is credible on the phone even in difficult conversations. • Be a generalist problem-solver who is smart, resourceful, and figures things out fast. • Be a self-starter with high attention to detail who follows through and does not need to be chased. • Have some customer-facing experience and know how to manage difficult conversations. • Have worked at scale managing large, fragmented customer bases rather than small portfolios of named accounts.

• Have a background in ops, hospitality, strategy, or account management. • Have experience working in a fast-growing startup environment. • Have experience building CS processes, playbooks, or self-serve resources from scratch. • Have experience in the care, health, or social services sector.

• Own the success of the home care partner network managing relationships across a large franchise-structured base of around 2,000 listings. • Build and improve CS processes in partnership with the CS ops team including playbooks, self-serve resources, video content, and documentation. • Handle difficult, high-stakes conversations with home care operators who are emotionally invested and financially sensitive. • Proactively educate partners on what success looks like and get ahead of frustration points before they become churn risks. • Manage invoicing, payment queries, and operational support at scale. • Drive retention conversations connecting CS activity directly to partners business outcomes. • Collaborate with product, engineering, and sales to advocate for the home care customer and feed insight back into the business. • Work with head office and individual branch contacts within franchise structures building relationships at multiple levels.

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.

• Earn £40,000 to £50,000 plus excellent commission. • Receive a generous EMI share options package. • Take 26 days annual leave plus bank holidays. • Work hybrid with a minimum of 2 core office days per week from London Bridge. • Join a career-defining opportunity at one of the UK fastest growing startups backed by Accel and General Catalyst.

Founded with a mission to build the care sector of the future, Lottie is creating the AI operating system for social care designed to unlock profitability for care providers and make finding care as easy as booking a holiday. Launched in London in July 2021, Lottie has raised over £25m from tier 1 venture capital funds and is widely recognised as one of Europe fastest growing tech companies, winning Deloitte Fast 50, LinkedIn Top Startups, and The Sunday Times Tech 2026.