Customer Success Manager

Lupa; Greater London; On-site; GBP 42,000 - 66,000; Full time

Job summary

Lupa is seeking a Customer Success / Account Manager to own a portfolio of clients, be the primary contact, drive retention, renewals and upsells, and coordinate with Support and Product.

Based in our Paddington, London HQ, you will build lasting relationships, track health metrics, and help scale a high-growth B2B SaaS platform that serves veterinary practices and pet parents.

Qualifications

• Experience in a customer success or account management role in B2B SaaS.
• Ability to manage retention and revenue growth.
• Strong communication, able to simplify complex product concepts.
• Proactive risk management and relationship-building.
• Experience with high-growth startups is a plus.

Responsibilities

• Own a portfolio of Lupa clients as their primary point of contact and relationship holder.
• Drive retention by proactively ensuring every client understands and realises the full value of the platform.
• Manage the renewal cycle for your accounts, forecasting accurately and closing on time.
• Identify and pursue upsell opportunities through strong relationships and deep product knowledge.
• Triage client issues effectively, working with Support and Product to resolve them quickly and communicate clearly throughout.
• Track account health metrics and intervene early when you spot signs of disengagement or risk.
• Represent client feedback internally, contributing to product roadmap discussions with clear, evidence-based insights.

Skills

Customer success

Account management

SaaS

Salesforce

HubSpot

Gainsight

Intercom

Job description

About Us
Lupa is building a category defining product the industry has never seen before.

About Us
Lupa is building a category defining product the industry has never seen before. We’re the AI-native operating system for veterinary practices and pet parents, replacing the fragmented, clunky systems vets have tolerated for years with a single intelligent platform for scheduling, client communication, clinical documentation, and AI-driven care guidance. Practices run more efficiently, vets get back to doing what they love, and pet parents feel more connected to their animals’ health than ever. The traction speaks for itself: one of Europe’s top 100 AI startups with a team of 50 people, 10x growth in twelve months, the UK market leader, and now charging hard into the US and Europe. We have $25M in funding, 2.5M+ pets on the platform, and a buzzing HQ in Paddington, London. This is a rare chance to join a rocket ship at exactly the right moment and we’re looking for exceptional people to help us fly it.

In this role, you will:

• Own a portfolio of Lupa clients as their primary point of contact and relationship holder
• Drive retention by proactively ensuring every client understands and realises the full value of the platform
• Manage the renewal cycle for your accounts, forecasting accurately and closing on time
• Identify and pursue upsell opportunities through strong relationships and deep product knowledge
• Triage client issues effectively, working with Support and Product to resolve them quickly and communicate clearly throughout
• Track account health metrics and intervene early when you spot signs of disengagement or risk
• Represent client feedback internally, contributing to product roadmap discussions with clear, evidence-based insights

Your background looks something like:

• Solid experience in a customer success or account management role, ideally in a B2B SaaS environment
• Commercial confidence and the ability to manage a portfolio with accountability for retention and revenue growth
• Strong communication skills, written and verbal with the ability to simplify complex product concepts for non-technical users
• A proactive approach to risk: you identify problems before they escalates and act without being prompted
• Experience at a B2B SaaS company known for high-quality customer success (nice to have)
• Familiarity with Salesforce, HubSpot, Gainsight, or Intercom (nice to have)
• Background at a high-growth Series B+ startup where you’ve had to adapt quickly as the business scaled (nice to have)

As a person, you:

• Build real relationships, not transactional ones, clients are genuinely glad to have you as their contact
• Are commercially sharp and accountable for the numbers in your book of business
• Work cross-functionally in a fast-moving environment without losing track of your own priorities
• Are excited to work in-person from our Paddington, London HQ
• Value working with people who are kind, ambitious, and pragmatic

What does success look like in 6 months?

• You’ve taken full ownership of your client base and know the product inside out
• You’re closing renewals and upsells independently with confidence
• Your accounts are among the healthiest in the portfolio