Customer Success Manager

Log my Care; Greater London; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

An established industry player is seeking a Customer Success Manager to lead the onboarding and success of key clients. This role is pivotal in fostering lasting relationships, developing tailored success plans, and ensuring high product adoption and customer satisfaction. You will collaborate with various teams to drive continuous improvement and enhance the customer experience. Join a mission-driven startup that is transforming the care sector with innovative solutions, making a real impact on the lives of those in need. If you thrive in a fast-paced environment and are passionate about customer success, this opportunity is perfect for you.

Qualifications

• 4+ years in a high-growth software company with a proactive mindset.
• Skilled in seamless onboarding and driving adoption with data.

Responsibilities

• Oversee onboarding and success of Enterprise and Key Account customers.
• Build strong relationships and monitor customer health scores.

Skills

Customer Success Expertise

Onboarding & Adoption

Retention & Engagement

Account Expansion & Growth

Data & Strategy

Continuous Improvement

Tools

Customer Success tools

Job description

About us

Log my Care is one of the fastest-growing Care Software start-ups in the UK, having quadrupled its customer base since 2020. Our mission is to digitise the social care sector (care homes and home care agencies) and help hundreds of thousands of carers to provide a better quality of care to the UK’s most vulnerable people. The sector is over 60% analogue and paper-based, losing out on the many benefits technology can bring. We’re passionate about changing this with our awesome mobile App and Web-based tools that make delivering care far, far easier for hard-working carers.

The role

As a Customer Success Manager, you will oversee the onboarding and success of our Enterprise and Key Account customers. You will build lasting relationships, develop tailored success plans, and monitor customer health scores to ensure ongoing product adoption, satisfaction, and retention. You will also collaborate with internal teams to close feedback loops and drive continuous improvement.

Salary Range: £40K - £60K

Location: This role is based in London. Our mandatory in-office days are Wednesdays & Fridays.

Why join us?

• Make a real difference in people’s lives by helping care providers adopt and optimise our product.
• Be part of a fast-growing, mission-driven startup dedicated to transforming the future of care with innovation.
• Own a strategic role that directly impacts customer success, retention, and business growth in an evolving industry.

As a Customer Success Manager, you will:

• Onboarding: Orchestrate successful onboarding for Mid-Market and Enterprise customers, ensuring smooth transitions and clear understanding of the product/service.
• Customer Retention: Build strong relationships with customers, proactively addressing issues to minimise churn and ensure high satisfaction and product adoption.
• Developing Success Plans & QBRs: Create and track success plans, providing clear value through personalised QBRs aligned with customer goals.
• Healthscores: Monitor customer health scores and adoption metrics to proactively drive engagement and revenue retention.
• Success Strategy: Develop strategies to drive product adoption, ensuring customers meet their goals and derive value from the product.
• GTM/Product Collaboration: Collaborate cross-functionally with GTM teams to share insights and enhance the overall customer experience.

We’d love to hear from you if you:

• Customer Success Expertise: 4+ years in a high-growth software company with a proactive and solution-focused mindset.
• Onboarding & Adoption: Skilled in seamless onboarding, troubleshooting challenges, and driving adoption with a data-driven approach.
• Retention & Engagement: Strong relationship builder, experienced in using Customer Success tools to monitor engagement and mitigate risks.
• Account Expansion & Growth: Proven ability to close upsell and cross-sell opportunities, effectively driving account expansion and revenue growth through strategic engagement and consultative selling.
• Data & Strategy: Proficient in analysing customer health scores, creating success plans, and collaborating with cross-functional teams.
• Continuous Improvement: Passionate about learning, optimising processes, and staying up to date with industry best practices.

The Interview Process:

• Submit your Application
• Exploratory call with Olivia Knight (Senior People Manager) [25 mins]
• Interview with Alex Barbeta (Head of Customer Success) via Zoom [45 mins]
• In-person task with Alex Barbeta (Head of Customer Success) and Lizzie (Sales Director) [60 mins]
• Final interview with Sam (Co-founder & CEO) to discuss what you might bring to the role and how you might embody our values at LmC [20 mins]

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.

Recruitment notice

Note to recruitment agencies: Log My Care is committed to building a long-term approach to our hiring strategy, we are therefore already working in partnership with a selected talent partner. We, therefore, ask you to hold off sending speculative CVs or sales approaches.