Title: Customer Success Manager – Home Care
Department: Lottie, Home Care
Salary: £40,000 – £50,000 (+ excellent commission)
Benefits & Culture: 26 days + bank holidays; A very generous EMI share offering.
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.
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 playbooks, documentation, and self‑serve resources as a productivity unlock, not admin, and you’ve built things that outlasted you.
- You’re a natural relationship builder — people trust you quickly and you’re credible on the phone even in difficult conversations.
- You’re a generalist problem‑solver — you don’t need a CS specialism to thrive here; you’re smart, resourceful, and figure things out fast.
- You’re a self‑starter with high attention to detail — you get from A to B, follow through, and don’t need to be chased.
- You have some customer‑facing experience — you don’t need a heavy CS track record, but you’ve worked with customers and know how to manage difficult conversations.
- You have worked at scale — managing large, fragmented customer bases rather than small portfolios of named accounts.
- Non‑traditional backgrounds welcome — ops, hospitality, strategy, account management; the instinct matters more than the job title.
This role isn’t for you if…
- You’re not passionate about elevating later life for everybody — our mission is at the heart of everything we do.
- You prefer managing a small, high‑touch portfolio — this role operates at scale across a complex, fragmented network.
- You want a pre‑defined playbook — we need someone who builds the playbook, not follows it.
- You’re not comfortable owning difficult conversations with customers who are under real financial pressure.
- You’re uncomfortable with the ambiguity and pace of a fast‑growing startup.
We want to create an inclusive environment that celebrates the diversity of our people whilst 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.
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