Digital Customer Enablement Manager

Log my Care; Camden Town; On-site; GBP 55,000 - 60,000; Full time

Job description

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 We're built for forward-thinking care teams who want to move beyond outdated systems and deliver the very best person-led care.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 Outdated, clunky software wastes time and holds care back.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

We are looking for a passionate and customer-centric Digital Customer Enablement Manager.

Salary Range: £55-60K

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

As an Digital Customer Enablement Manager you will:

• Design and own the end-to-end digital customer journey, from sign-up through onboarding, adoption and renewal, turning our Customer Comms Strategy into live, measurable journeys

• Define and maintain the segmentation model our journeys run on, covering tier, care setting, plan, role and lifecycle stage

• Build and run our automation layer across HubSpot lifecycle workflows and Intercom's outbound tools (Series, in-app posts, banners, checklists and product tours)

• Own suppression logic, frequency capping and the shared comms calendar, so customers aren't over-messaged across CS, Support and Marketing

• Work with Engineering and RevOps to get reliable product usage events and contact and role data in place, so our comms are driven by what customers do rather than by the calendar

• Define where digital journeys hand over to a person, working closely with our SMB CSM and Onboarding & Training Manager

• Write, or source and edit, the content inside each journey, working with Marketing on tone of voice and building a reusable content library

• Set up in-product feedback capture, so we keep hearing from SMB customers as human contact reduces

• Own the performance of every touchpoint, testing, iterating and retiring what doesn't work, and reporting on its impact on Time to Live, Time to Value, GRR and reclaimed CSM capacity

This will be a great opportunity for you if you want to:

• Build a function from the ground up, with no existing playbook and real ownership from day one

• Shape how care professionals (registered managers, care workers and owners) experience a product that supports the care they deliver

• Ship visible results quickly, starting with an audit of every customer touchpoint and a new onboarding journey for SMB customers in your first 90 days

• Work across CS, Engineering, RevOps and Marketing in a lean, growth-stage SaaS business where your work directly shapes retention

• Step into a senior individual contributor role with scope to grow

What'll your bring:

• Experience building lifecycle or digital customer programmes in a B2B SaaS business, not just running campaigns inside someone else's build

• Hands-on confidence with HubSpot workflows and Intercom or a close equivalent (you'll be asked to demonstrate this practically)

• Comfort with product and behavioural data: you can define the events you need, brief engineers credibly and work with usage data without waiting for an analyst

• A systems and journeys mindset, with examples of touchpoints you've retired as well as ones you've launched

• The ability to work without an existing playbook and build structure from scratch

Bonus points for having:

• Experience with other lifecycle or in-app tools such as Braze, Customer.io, Pendo, Appcues or Gainsight

• A track record of designing comms for non-technical or mobile-first audiences

• Experience in health, social care or another regulated sector

The Interview process:

1. Exploratory call withKris (25 mins)

2. Interview with Ellen via Zoom (1 hour)

3. In-person task with Felena & Alex

4. Final interview with Matt (CEO) to discuss what you might bring to the role and how you might embody our values at LmC (20 minutes).

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.