Department: Found, Commercial. Reporting to the Head of Commercial, Found
Salary: £42,000 - £50,000 + 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:
Team Found is looking for a Customer Success Manager to lead and nurture relationships with a growing portfolio of clients. Found is Lottie’s CRM platform, designed to help clients manage, prioritise, and forecast their occupancy and enquiries.
This is an awesome opportunity for anyone who loves building strong client relationships, driving strategic initiatives, and continuously improving the customer experience. You’ll have a huge amount of autonomy to drive client retention and seamless onboarding, while also guiding the Customer Success Executive team. You’ll also receive support from every corner, with direct access to sales, product, engineering, the Founders, and the wider Customer Success team.

WHAT DOES THIS ROLE INVOLVE?

• Develop and implement strategies for client retention, upsell, and cross-sell opportunities.
• Lead conversations around contract renewals, pricing, and upgrading packages.
• Arrange and host onboarding kick-off meetings, proactively creating comprehensive onboarding plans for clients.
• Become an expert on all things Found, providing comprehensive online training.
• Support our clients via phone and email, ensuring their needs are met.
• Share feedback and insights from customers with the Product team to support their decision-making and prioritisation of development activities.
• Support clients with bugs/issues, owning them through to resolution.
• Analyse customer data and identify trends to proactively address potential issues and inform product development.

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 a highly structured environment with pre-defined solutions; we thrive on autonomy and proactive problem-solving.
• You’re not comfortable being the primary point of contact for clients and owning their success from onboarding through to renewals.
• You’re not excited about using data to drive insights and proactively improve the customer experience.
• You don’t enjoy collaborating closely with various teams like Product, Sales, and Engineering to advocate for customer needs.

Lottie’s 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 Found’s Commercial team
• Final interview with Will Donnelly (Lottie’s Co-Founder & CEO)

Candidate Experience: The majority of feedback will be given via email and we try our very best to give specific and constructive feedback where possible. Your profile will be reviewed by a human, not using AI.
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 and 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 find 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 from well known technology entrepreneurs including Mike Hudack (ex-CPTO of Deliveroo & Monzo) and Tom Blomfield (ex-CEO of Monzo Bank). More recently, Lottie was the acclaimed winner of LinkedIn and Startup.co.uk Top Startup awards.

As of today, Lottie offers three core products and services, including:

• Lottie (B2B2C Marketplace) - Free service that helps families find the UK’s best care homes and home care services.
• Found by Lottie (B2B Vertical SaaS) - AI-native OS software supporting care providers to effectively manage their enquiries, occupancy and finances.
• Seniorcare by Lottie (B2B Vertical SaaS) - Employee benefit helping companies deliver outstanding eldercare support to their employees.