Digital Customer Success Manager (SME)

Lifted; Greater London; Hybrid; GBP 45,000 - 60,000; Full time

Benefits offered by this job

Hybrid working

London office 3 days a week

25 days holiday

Pension

Job summary

Lifted is hiring a Customer Success professional to design and run how we care for SME customers. You’ll create automated lifecycle journeys, a health score that flags risk early, and one-to-many engagement through webinars and updates.

You’ll own SME retention and work with Product and Engineering to turn customer feedback into product insights. This is a build role in a VC-backed, fast-growing company with a strong care sector focus.

Qualifications

• 3+ years in Customer Success, Digital or Scaled CS, CS Ops or Lifecycle Marketing in B2B SaaS.
• Proven track record building automated customer journeys and health scoring for SME or high-volume segments.
• Hands-on experience with HubSpot workflows and reporting, and Intercom (including Fin) or similar tools.
• Ability to turn usage data into a clear story and recommendations.
• Commercial sense to distinguish renewal vs expansion conversations.

Responsibilities

• Own the SME portfolio from sales handover to renewal, with retention as the main measure.
• Map and automate the SME customer journey in HubSpot: onboarding milestones, check-ins, renewals, and comms.
• Build an SME health score from usage and support signals and run playbooks when accounts dip.
• Shift from one-to-one to one-to-many engagement: webinars and release updates.
• Own the support model in Intercom, including triage, escalation routes, and help centre.
• Build a customer insights dashboard and present top pain points with evidence to product leadership.
• Spot renewal and expansion opportunities and work with the commercial team.

Skills

HubSpot workflows

Intercom

Data storytelling

Renewal/expansion timing

Customer success

Tools

HubSpot

Intercom (Fin)

Job description

150,000+ care roles sit unfilled in the UK, and demand is set to rise 27% over the next 15 years. People are care providers' biggest asset and biggest challenge. Lifted is the platform that helps them hire, onboard, sponsor, and stay compliant — all in one place. We are VC-backed, Early-stage, with 500+ customers and growing fast.

Our founder Rachael built Lifted after her mum went into care, so we’re an A-star team (ex Deliveroo, Amazon, McKinsey) driven by solving problems that matter.

About Lifted

150,000+ care roles sit unfilled in the UK, and demand is set to rise 27% over the next 15 years. People are care providers' biggest asset and biggest challenge. Lifted is the platform that helps them hire, onboard, sponsor, and stay compliant — all in one place. We are VC-backed, Early-stage, with 500+ customers and growing fast.

Our founder Rachael built Lifted after her mum went into care, so we’re an A-star team (ex Deliveroo, Amazon, McKinsey) driven by solving problems that matter.

The role

Our SME customer base is growing faster than a one-to-one model can serve it. We're hiring a digital-minded Customer Success professional to design and run how Lifted looks after these customers. That means automated lifecycle journeys, a health score that flags risk early, one-to-many engagement, and a support operation that fixes problems at the root. You'll own SME retention, and you'll turn what customers tell us into evidence Product acts on.

This is a build role: you'll be the first person in this seat. You'll work closely with Customer Success, Product and Engineering.

What you’ll do

• Own the SME portfolio from sales handover to renewal, with retention as your main measure.
• Map the SME customer journey and automate it in HubSpot: onboarding milestones, check-ins, usage nudges, renewal reminders, and release and webinar comms.
• Build an SME health score from usage, onboarding progress and support signals, and run playbooks that step in when an account dips.
• Replace one-to-one calls as the default with one-to-many engagement: webinars, release updates, and industry and compliance guidance.
• Own our support model in Intercom, including triage, escalation routes, Fin automation and the help centre, so every customer gets a fast outcome rather than a holding reply.
• Build a customer insights dashboard and bring the top pain points, with evidence, to the weekly product priority call.
• Spot renewal and expansion opportunities and work them with the commercial team.

What success looks like in your first 6 months

• Every client gets a response, or is routed to the right owner, within an hour.
• Every SME account has a live health score, and at‑risk accounts are flagged automatically.
• The core SME journey runs on automation, from handover to renewal.
• SME retention holds at 98% or above.
• Product and leadership use your insights dashboard every week, and repeat issues are falling.

What you’ll bring

• 3+ years in Customer Success, Digital or Scaled CS, CS Ops or Lifecycle Marketing in B2B SaaS.
• A track record of building automated customer journeys and health scoring for an SME or high-volume segment, with evidence it improved retention.
• Hands‑on experience with HubSpot workflows and reporting, and with Intercom (including Fin) or similar support tooling.
• Comfort with data: you can turn usage and ticket data into a clear story and a recommendation.
• Commercial sense: you can tell when a support conversation is really a renewal or expansion conversation.
• The ability to build trust quickly with busy operators, often without meeting them in person.
• Bonus: experience in care, healthtech, HR tech or compliance software.

Why join

• Ownership: you'll design how Lifted serves SMEs rather than inherit someone else's
• process.
• Product influence: your evidence feeds directly into the roadmap.
• Visibility: you'll work closely with leadership in a scaling, VC-backed business.
• Work that matters: every issue you remove helps care providers keep their staff and deliver better care.

What we offer

• £45,000–£60,000 base salary plus upsell commission and retention bonus
• Hybrid working
• 3 days a week in our London office, up to 2 days at home
• 25 days holiday
• Pension