Customer Success Manager

️ Title: Customer Success Manager - Home Care

Department: Lottie, Home Care

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

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 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 pl