Customer Success Manager

Lupa Pets; Greater London; On-site; GBP 45,000 - 65,000; Full time

Job summary

Lupa Pets in London is seeking an energetic Customer Success Manager to own a portfolio of B2B clients, ensuring they realize the full value of the platform.

You’ll drive retention, manage renewals, forecast health, and collaborate with Support and Product to resolve issues quickly.

You’ll build strong relationships, communicate clearly with non-technical users, and thrive in a fast-growing, hands-on environment at our Paddington HQ.

Qualifications

• Solid experience in a customer success or account management role.
• Experience in a B2B SaaS environment is highly preferred.
• Strong communication skills, written and verbal.
• Commercially minded with accountability for retention and revenue.
• Familiarity with CRM and CS tools.

Responsibilities

• Own a portfolio of clients and act as primary contact.
• Drive retention and demonstrate value of the platform.
• Manage renewals and forecast accurately.
• Identify upsell opportunities through relationships.
• Coordinate with Support and Product to resolve issues.
• Monitor account health and flag risks early.
• Provide feedback to product roadmap with insights.

Skills

Customer success

Account management

Retention & revenue growth

Communication

Cross-functional collaboration

Problem solving

Tools

Salesforce

HubSpot

Gainsight

Intercom

Job description

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 escalat

• 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