Customer Success Associate

🏷️ Title: Customer Success Associate

👫 Department: Lottie, department TBC.

💰 Salary: £30,000 - £40,000 basic (+ excellent commission up to 50% basic salary)

🎁 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 Associate to support and build relationships with care operators. You'll help ensure clients get maximum value from Lottie, whether that's through our marketplace connecting families with care providers, Found OS managing care home operations, or Seniorcare supporting employees with eldercare.

This is a brilliant opportunity for someone early in their customer success career who loves building client relationships and wants to develop strategic account management skills. You'll work closely with our Customer Success team to drive client retention, support seamless onboarding, and contribute to revenue growth. You'll have the chance to learn from experienced CSMs while developing your own portfolio of accounts - with direct exposure to sales, product, engineering, and leadership across the business.

💻 What does this role involve?

• 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

💪 What problems will you be solving?

• Transforming how care operators run their businesses by empowering them with technology that drives real commercial impact - helping them fill more beds, operate more efficiently, and ultimately serve thousands more families across the UK

• Bridging the gap between cutting-edge technology and an industry that's desperately underserved by tech - you'll be translating complex SaaS products into tangible value for care operators who aren't always tech-savvy

• Being the crucial link between our clients and our product team - your insights will directly shape how we build features that solve real problems for care operators on the ground

• Helping care homes and care providers thrive in an incredibly challenging industry - your work directly impacts their ability to deliver better care and grow sustainable businesses

• Amongst many others!

👀 We think you’ll be a great fit if…

• You have 1-2 years of experience in customer success, account management, sales, or a similar client-facing role

• You're a natural relationship builder who enjoys helping clients succeed

• You're data-comfortable and can use insights to inform your approach (you don't need to be a data expert, but you're happy working with numbers)

• You have excellent communication skills and can build trust quickly with clients

• You're organised, detail-oriented, and can manage multiple client relationships simultaneously

• You're eager to learn and develop your strategic account management skills

• You're a team player who's comfortable asking for help and collaborating across departments

💔 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 working behind the scenes rather than being client-facing

• You're not comfortable with the autonomy and ambiguity that comes with working at a fast-paced startup

• You're not excited about working with AI-native technology and eager to learn how automation is reshaping customer success

• You don't enjoy collaborating with teams like Product, Sales, and Engineering

• You're uncomfortable juggling multiple priorities and adapting to changing client needs

🔢 Lottie’s Interview Process

1. Screening interview led by Lottie's Talent Acquisition Lead (Alice Rooke) - remote

2. Case study - work to be completed independently and presented to two commercial leaders at Lottie - remote

3. Final interview with Will Donnelly (Lottie's Co-Founder & CEO) and Hiring Manager - in person (London Bridge)

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

• Pre-Screen and Screening interview: You'll receive an email notification, but no specific feedback will be provided at this stage.

• Case Study: If you are unsuccessful 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 feedback 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 shape customer success across our growing product suite and tackle complex challenges!

• 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 [email protected]