Customer Success Manager

Location

London

Full time

Hybrid

Commercial

• Base Salary £40K – £50K
  • Offers Equity
  • Offers Bonus

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Title: Customer Success Manager

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

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Salary: £40,000 - £50,000 (depending on experience and seniority) + 10-20% bonus depending on performance

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Benefits & Culture: See here

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Equity: A very generous EMI share offering

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Holiday: 26 days + bank holidays

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Mission: Elevate later life for everybody and build the care sector of the future

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Office Policy: Hybrid with a minimum of 2 core office days per week

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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. You’ll 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, you'll have the opportunity to shape best practices, mentor junior team members, and influence product direction—with 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 portfolio's growth and clients' business success.

• Become an expert on Lottie's 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 you’ll 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.

• You’re 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.

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

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 a highly…