Customer Success Executive - Lottie

lottie.org; City of London; Hybrid; GBP 32,000 - 40,000; Full time

Job summary

A digital marketplace for care is seeking a Customer Success Executive in London. This role focuses on nurturing client relationships with care operators, delivering exceptional experiences, and supporting onboarding. Ideal candidates will have 1-3 years of experience in customer success and outstanding communication skills. The position includes a hybrid work policy and offers a competitive salary package along with bonuses.

Benefits

Bonus opportunities

Generous holiday policy

Equity share offering

Qualifications

• 1-3 years of experience in customer success, account management, or client-facing roles.
• Ability to explain complex concepts clearly and build rapport quickly.
• Comfortable learning technical software and assisting others.

Responsibilities

• Develop strategies for client retention and deliver upsells.
• Lead contract renewals and pricing negotiations.
• Host onboarding meetings and create tailored plans for clients.

Skills

Excellent communication skills

Organizational skills

Problem-solving ability

Client relationship management

Proactive initiative

Job description

Customer Success Executive

Title: Customer Success Executive

Department: Lottie Marketplace, Commercial. Reporting to the Director of Customer Success.

Salary: £32,000 - £40,000 (depending on experience and seniority) + bonus.

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.

The Opportunity

Lottie is a digital marketplace that connects care operators with families seeking care in their local area – think Airbnb or Booking.com, but for care homes and home care services. We are looking for a Customer Success Executive to lead and nurture relationships with a growing portfolio of care operators on our marketplace platform.

This is an opportunity for anyone who loves building strong client relationships, delivering exceptional customer experiences, and helping care operators grow their businesses.

Key Responsibilities

• Develop and implement strategies for client retention and consistently deliver upsells inline with business targets.
• Lead conversations around contract renewals, pricing negotiations, and package upgrades.
• Arrange and host onboarding kick‑off meetings, proactively creating comprehensive onboarding plans tailored to each client.
• Support clients via phone and email, acting as their primary point of contact and trusted advisor.
• Analyse and share data on enquiry volume, conversion rates, and occupancy trends that demonstrate ROI and support both your portfolio’s growth and clients’ business success.
• Become an expert on Lottie’s marketplace platform, understanding how care operators can maximise visibility, enquiry volume, and conversion rates.

What problems will you be solving?

• Enabling care operators to build stronger, more successful businesses by mastering marketplace dynamics – turning technology and data into occupancy growth and better care outcomes for thousands of families across the UK.
• Helping new clients get up and running quickly with smooth, well‑organised onboarding experiences that set them up for long‑term success.
• Resolving client issues and technical challenges efficiently to maintain satisfaction and minimise disruption to their business.
• Supporting client retention by building trust, demonstrating value, and helping operators see measurable results (more enquiries, better conversion rates, higher occupancy).
• Amongst many others!

We think you’ll be a great fit if…

• You have 1‑3 years of experience in customer success, account management, customer support, or a similar client‑facing role.
• You have excellent communication skills with a knack for explaining concepts clearly and building rapport quickly.
• You are highly organised and can manage multiple client relationships simultaneously.
• You bring infectious energy and optimism to every client and company interaction – you show up with a smile, tackle challenges with a ‘let’s go’ attitude, and believe no problem is too big to solve.
• You are a natural problem‑solver who stays calm under pressure and finds creative solutions.
• You are proactive and take initiative – you spot opportunities and act on them without needing to be asked.

This role isn’t for you if…

• You are not passionate about elevating later life for everybody – our mission is at the heart of everything we do.
• You prefer working behind the scenes; this role requires regular client interaction and relationship building.
• You are not comfortable learning technical software and helping others understand how to use it effectively.
• You are not excited about being responsive to client needs and wearing multiple hats in a fast‑paced startup environment.
• You don’t enjoy being part of a collaborative team where you’ll work closely with others to solve problems.

Interview Process

• Screening interview led by Lottie’s Talent Acquisition Lead (Alice Rooke).
• First round interview led by Hiring Manager.
• Technical assessment interview with the Hiring Manager and one member of Lottie’s commercial team.
• Final interview with Will Donnelly (Lottie’s Co‑Founder & CEO).

Candidate Experience

• Pre‑Screen & First Interview: You’ll receive an email notification.
• Hiring Manager Interview: If you are unsuccessful after this interview, you will receive constructive feedback via email.
• Case Study: If you are not successful 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 your feedback live via a phone call.

Meet Lottie

Founded in London in July 2021, Lottie is a fast‑growth HealthTech start‑up aiming to build the world’s first SaaS‑enabled marketplace for care, with a goal of allowing families to seamlessly book care online in a similar manner to reserving a holiday stay via Airbnb or Expedia.

Since launching in July 2021, Lottie has supported millions of care seekers in finding the right care for loved ones and has raised over £25m from leading venture capital funds including Accel, General Catalyst and Kindred, as well as well‑known technology entrepreneurs including Mike Hudack (ex‑CPTO of Deliveroo & Monzo) and Tom Blomfield (ex‑CEO of Monzo Bank). Lottie was recently the acclaimed winner of LinkedIn and Startup.co.uk Top Startup awards.

We offer three core products and services: Lottie (B2B2C Marketplace), Found by Lottie (B2B Vertical SaaS), and Seniorcare by Lottie (B2B Vertical SaaS).

Why Lottie?

• Career Opportunity – a career‑defining opportunity to lead and shape the future of our flagship marketplace and tackle complex challenges across the stack.
• Early Hire Benefits – fast career progression and a generous stock options package.
• Mission – tech for good that aims to build the care industry of the future and positively impact millions of people’s lives.
• 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 5/5 employee review score on Glassdoor.
• Award winning – acclaimed winner of LinkedIn’s 2024 “Top Startups” and named “the UK’s number one startup for 2025” in Startup.co.uk 100 Index.

We want to create an inclusive environment that celebrates the diversity of our people while 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 [e-mail].

Referral: Referrals increase your chances of interviewing at Lottie by 2x.

Application Deadline: December 4th, 2025. Applications will be reviewed after this date – early submission encouraged.