Senior Client Success Manager – SaaS Growth

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

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.