Customer Success Intern

Log my Care is the platform for next-generation care providers. We’re built for forward-thinking care teams who want to move beyond outdated systems and deliver the very best person-led care. Our mission is to enable providers to deliver proactive care - helping teams anticipate needs, prevent issues before they arise, and give people the best chance at healthier, happier lives. Outdated, clunky software wastes time and holds care back.

We’re building the antidote: intuitive, powerful tools that save hours on admin, unlock smarter insights, and raise the standard of care every day. That’s why over 2,000 providers across the UK choose Log my Care to deliver safer, smarter, more proactive care that transforms lives.

As a Customer Success Intern, you will help manage and retain Log my Care's SMB customers: care homes, supported living and home care providers who rely on our software to deliver great care every day. You will own the admin that keeps these accounts healthy, from auto-renewals and subscriptions to failed payments, and you will talk to customers directly, including handling difficult conversations with empathy and professionalism.

You will report to Felena, our Customer Success Manager, and work closely with the Senior Rev Ops Manager and the wider Customer Success and Finance teams.

Salary Range
: £26K

Contract
:
Fixed term for 6 months, with scope to extend

Location
: 2–3 days a week in our London office (Wednesdays and Fridays, plus occasional Thursdays as required), the rest from home.

• Admin support: Take on admin across the SMB customer base, such as preparing customer lists, scheduling check-ins and tracking follow-up actions.

• Auto-renewal assurance: Check that auto-renewals have processed each cycle correctly, spot any that have failed or renewed on the wrong terms, and work with Finance and the Senior Rev Ops Manager to correct them promptly.

• Subscription management for renewals: Track upcoming renewals across the SMB book, prepare renewal reminders and paperwork, and make sure subscription records reflect the agreed plan, price and term before the renewal date.

• Failed payment recovery: Work through the list of customers whose payment methods have failed, contacting them by phone and email to update their details and reactivate their subscription. Log every contact and outcome in Hub Spot and elevate accounts at risk of churn to the relevant Customer Success Manager.

• Customer retention: Help manage the SMB customer base day to day, spotting customers who are disengaged or unhappy, handling difficult conversations calmly and working with the relevant Customer Success Manager to keep them with us.

• Upsell and expansion: Handle incoming requests from customers who want to add users, services or products, specifically those passed over from our Support team, and make sure each one is followed up promptly. Spot further opportunities to grow SMB accounts, such as customers going over their user or service limits or opening new locations, and raise them with your Customer Success Manager.

• Supporting the Customer Support team: Take on SMB queries that would otherwise sit with Support, including helping customers on self-serve free starter accounts, managing rostering paywall trials, answering billing queries raised through Intercom, handling cancellation requests (flagging any that could be saved to the relevant Customer Success Manager) and responding to Help Centre requests.

• Disputes, refunds and credits: Escalate any payment disputes, refund requests or credit requests to the CFO.

• Data quality: Keep customer, billing and contact records accurate and up to date across our CRM and billing systems, so that forecasts and reporting on…