Customer Success Manager

🏷️ Title: Customer Success Manager - Home Care

👫 Department: Lottie, Home Care

💰 Salary: £40,000 - £50,000 (+ excellent commission)

🎁 Benefits & Culture: See here https://careers.lottie.org/

📈 Equity: A very generous EMI share offering

🌴 https://emojipedia.org/palm-tree Holiday: 26 days + bank holidays

💗 https://emojipedia.org/growing-heart 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

🔍 https://emojipedia.org/magnifying-glass-tilted-left The Opportunity:

Lottie is looking for a Customer Success Manager to own and grow our home care partner network — a fast-scaling, operationally complex marketplace of ~2,000 care providers across the UK.

This isn't a classic CSM role. You won't be managing a small portfolio of software accounts through QBRs and renewal cycles. You'll be working at scale across a franchise-structured network of home care operators — solving real operational problems, building processes that work without you in the room, and proactively educating partners so they get results faster.

We're looking for a smart generalist with range: someone who can fix a broken process, build strong relationships with partners, and automate repetitive tasks.

💻 What does this role involve?

• Own the success of Lottie's home care partner network — managing relationships across a large, franchise-structured base of ~2,000 listings
• Build and improve CS processes in partnership with the CS ops team — playbooks, self-serve resources, video content, and documentation that reduce inbound noise and scale the function
• Handle difficult, high-stakes conversations with home care operators who are emotionally invested and financially sensitive — staying positive and solution-focused under pressure
• Proactively educate partners on what success looks like — getting ahead of frustration points before they become churn risks
• Manage invoicing, payments queries, and operational support at scale — comfortable with the unglamorous as well as the strategic
• 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

💪 What problems will you be solving?

• Home care is one of the fastest growing parts of the business — you'll build the CS function that matches that ambition through better processes, proactive communication, and genuine partnership
• With ~2,000 listings, handholding every partner isn't an option — you'll help build the self-serve systems and resources that let partners succeed without needing you in every conversation
• Home care operators are running businesses under real financial pressure — you'll help them understand how to get ROI from Lottie faster, and have the difficult conversations when things aren't working
• The CS function is still being shaped — you'll be a net contributor to what great looks like here, not just managing your own patch

👀 We think you’ll be a great fit if…

• You're process-minded — you see playbooks, documentation, and self-serve resources as a productivity unlock, not admin, and you've built things that outlasted you
• You're a natural relationship builder — people trust you quickly and you're credible on the phone even in difficult conversations
• You're a generalist problem-solver — you don't need a CS specialism to thrive here; you're smart, resourceful, and figure things out fast
• You're a self-starter with high attention to detail — you get from A to B, follow through, and don't need to be chased
• You have some customer-facing experience — you don't need a heavy CS track record, but you've worked with customers and know how to manage difficult conversations
• You've worked at scale — managing large, fragmented customer bases rather than small portfolios of named accounts
• Non-traditional backgrounds welcome — ops, hospitality, strategy, account management; the instinct matters more than the job title

💔 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 managing a small, high-touch portfolio — this role operates at scale across a complex, fragmented network
• You want a pre-defined playbook — we need someone who builds the playbook, not follows it
• You're not comfortable owning difficult conversations with customers who are under real financial pressure
• You're uncomfortable with the ambiguity and pace of a fast-growing startup

📝 Application

We'd love to see a short video (2 minutes max) answering this question:

Tell us about a process, system, or resource you built or improved that made life easier for you or your team. What was the problem, what did you do, and what changed as a result?

We appreciate this takes time — thank you for it. We receive a high volume of applications and this really does help you stand out.

🔢 Lottie’s Interview Process

• Screening interview led by Lottie's Talent Acquisition Lead (Alice Rooke) - remote
• Case study - prework to be completed independently and presented to two commercial leaders at Lottie - remote
• 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 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 to make finding care as easy as booking a holiday on Airbnb.

Launched in London in July 2021, Lottie has raised over £25m from tier 1 venture capital funds (Accel and General Catalyst) and is widely recognised as one of Europe's fastest growing tech companies. Most recently, Lottie was the acclaimed winner of Deloitte Fast 50 https://www.deloitte.co.uk/fast50/winners/2025/winner-profiles/lottie/, LinkedIn Top Startups https://www.linkedin.com/pulse/linkedin-top-startups-2024-20-uk-companies-rise-linkedin-news-uk-tyuyc/, The Sunday Times Tech 2026 https://www.thetimes.com/sunday-times-100-tech/software-league-table and Startups 100 https://startups.co.uk/startups-100/2025/lottie-2025/.

As of today, Lottie offers four core products and services, including:

• Lottie http://lottie.org (B2B2C Marketplace) - Free service that helps families find the UK’s best care homes and home care services.
• Found by Lottie https://foundcrm.care/ (B2B Vertical SaaS) - AI-native OS software supporting care providers to effectively manage their enquiries, occupancy and finances.
• Seniorcare by Lottie https://lottie.org/seniorcare/ (B2B Vertical SaaS) - Employee benefit helping companies deliver outstanding eldercare support to their employees.
• AI Agents by Lottie (B2B Vertical SaaS) AI agents that handle care home enquiries - so no family goes unanswered.

🤩 Why Lottie?

• Career Opportunity - A career-defining opportunity to build and shape customer success across Lottie's fast-growing home care network, solving complex operational problems at real scale.
• 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 4.9/5 employee review score on Glassdoor.
• Award Winning - Acclaimed winner of LinkedIn’s 2024 “Top Startups” https://www.linkedin.com/pulse/linkedin-top-startups-2024-20-uk-companies-rise-linkedin-news-uk-tyuyc/ and named “the UK’s number one startup for 2025” in http://startup.co.ukStartup.co.uk http://Startup.co.uk 100 Index http://startup.co.uk.

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 Alice.Rooke@lottie.org