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

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.

• 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

• 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!

• 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

• 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