Customer Success Manager

📋 Description

• Own the success of Lottie's home care partner network across ~2,000 listings.
• Build and improve CS processes with CS ops: playbooks, self-serve resources, videos, docs.
• Handle difficult conversations with home care operators with empathy and solutions.
• Proactively educate partners on success metrics to reduce churn.
• Manage invoicing, payments queries, and operational support at scale.
• Drive retention by linking CS activity to partners' business outcomes.

🎯 Requirements

• You're process-minded; you see playbooks, docs, and self-serve resources as productivity unlocks.
• You're a natural relationship builder; credible on the phone even in tough conversations.
• You're a generalist problem-solver; you don't need a CS specialty to thrive here.
• You're a self-starter with high attention to detail.
• Some customer-facing experience; able to manage difficult conversations.
• You've worked at scale; managing large, fragmented customer bases.
• Non-traditional backgrounds welcome — ops, hospitality, strategy, account management.

🎁 Benefits

• Hybrid office policy with a minimum of 2 core office days per week.
• Equity: EMI share options.
• 26 days holiday + bank holidays.
• Salary £40,000 - £50,000 + excellent commission.
• Mission-driven culture with strong benefits.
• Early hire benefits and fast career progression.