Customer Success Intern

Log my Care; Greater London; Hybride; GBP 23 000 - 29 000; Plein temps

Résumé du poste

Log my Care is seeking a Customer Success Intern to manage SMB accounts, handle renewals, and improve payment processes. You will liaise with customers, support renewals, and assist with billing queries, reporting to the Customer Success Manager. The role combines in-office days in London with remote work.

The position offers a 6-month fixed-term contract with potential extension and a salary around £26,000 per year, plus exposure to a growing B2B SaaS environment in the care sector.

Qualifications

• Excellent communicator with clear emails and confident phone conversations.
• Ability to stay calm in difficult conversations.
• Organised and able to manage tasks with deadlines.
• Attention to detail; numbers and records must match.
• Comfortable with data; spreadsheets; CRM or billing system is a plus.

Responsabilités

• Admin support across the SMB customer base: lists, check-ins, follow-ups.
• Ensure auto-renewals are processed correctly and fix errors.
• Manage renewals: reminders, paperwork, and records.
• Recover failed payments by contacting customers to update details.
• Retain customers by handling disengaged accounts with empathy.
• Handle upsell requests and identify expansion opportunities.
• Support the Customer Support team with SMB queries and help centre.
• Escalate disputes, refunds, credits to CFO.
• Maintain accurate data in CRM and billing systems.
• Suggest process improvements for renewals and payments.

Connaissances

Excellent communicator

Calm under pressure

Organised

Attention to detail

Data-driven

Spreadsheet proficiency

Outils

CRM

Billing system

Description du poste

About us

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 We’re built for forward-thinking care teams who want to move beyond outdated systems and deliver the very best person-led care.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 Outdated, clunky software wastes time and holds care back.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.

The role

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 RevOps 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.

As a Customer Success Intern, you will:

• 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 RevOps 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 HubSpot 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 the SMB book can be relied on.

• Process improvement: Suggest ways to make payment recovery and renewals smoother, and to improve how we support SMB customers through digital means, such as self-serve guidance, automated reminders and reusable templates.

We'd love to hear from you if you:

• Are an excellent communicator: This matters most. You write clear, friendly emails, are confident speaking to customers on the phone about payments, and know when to elevate an issue.

• Stay calm in difficult conversations: You can listen to an unhappy or frustrated customer, show empathy and still reach a clear outcome.

• Are organised: You can manage a list of tasks with deadlines, keep accurate notes and follow things through to completion.

• Pay attention to detail: You notice when numbers, dates or records don't match and you check before you act.

• Are comfortable with data: You can use spreadsheets with confidence. Experience of a CRM or billing system is a plus but not essential.

• Handle information responsibly: You understand that customer and billing information is confidential and must be handled carefully under UK GDPR.

• You care about the difference our work makes: Our customers support older people, people with learning disabilities and others who draw on care, and our technology helps their teams spend less time on paperwork and more time on care. An interest in health and social care is welcome but not required.

This internship gives you hands-on experience of managing and retaining a customer base in a growing B2B SaaS business. You will build real skills in customer conversations, renewals and billing, and every account you keep healthy helps a care provider deliver better care to the people they support.

The Interview process:

1. Submit your Application

2. Exploratory call with Olivia, our People Manager(15 mins)

3. Virtual Interview with Felena (20 mins)

4. In-person hello with Ellen, our Customer Success Team Lead

D&I Statement

Log My Care is committed to being an inclusive and diverse workplace. The excellent work produced by our team would not be possible without bringing together all of our team's different backgrounds, experiences and skills. We treat every employee equally and fairly regardless of age, disability, gender, marital status, race, religion, or sexual orientation. It is vitally important that each of our team members feels confident, comfortable, and empowered.