Customer Success Manager

📋 Description

• • The Customer Success Manager at LottieFiles will own and grow the home care partner network, managing relationships across a large, franchise-structured base of ~2,000 care providers in the UK. This role is critical to scaling Lottie’s impact in the rapidly growing home care sector by building scalable processes and driving partner success.
• • Day to day, the role involves building and improving customer success processes through playbooks, self-serve resources, and video content; handling high-stakes conversations with emotionally and financially invested partners; managing invoicing and payment queries; driving retention by linking CS activity to partner outcomes; and collaborating with product, engineering, and sales teams to advocate for customer needs.
• • Lottie is a fast-growing UK-based tech company founded in 2021 with over £25m in funding from Accel and General Catalyst, building an AI-powered operating system for social care to make finding care as easy as booking a holiday. The company operates a B2B2C marketplace and multiple B2B SaaS products, serving families and care providers across the UK.
• • In this role, you will help shape the customer success function from the ground up, build scalable systems that reduce dependency on individual touchpoints, develop expertise in scaling customer success in complex operational environments, and directly contribute to improving outcomes for care providers and the families they serve.