Customer Success Manager

About this role

Title: Customer Success Manager - Home Care

Department: Lottie, Home Care

Salary: £40,000 - £50,000 (+ excellent commission)

Benefits & Culture: See here

Equity: A very generous EMI share offering

Holiday: 26 days + bank holidays

Mission: Elevate later life for everybody and build the care sector of the future

Office Policy: Hybrid with a minimum of 2 core office days per week

Office Location: London Bridge, London, UK

The Opportunity:

Lottie is looking for a Customer Success Manager to own and grow our home care partner network — a fast-scaling, operationally complex marketplace of ~2,000 care providers across the UK.

This isn't a classic CSM role. You won't be managing a small portfolio of software accounts through QBRs and renewal cycles. You'll be working at scale across a franchise-structured network of home care operators — solving real operational problems, building processes that work without you in the room, and proactively educating partners so they get results faster.

We're looking for a smart generalist with range: someone who can fix a broken process, build strong relationships with partners, and automate repetitive tasks.

What does this role involve?

• Own the success of Lottie's home care partner network — managing relationships across a large, franchise-structured base of ~2,000 listings
• Build and improve CS processes in partnership with the CS ops team — playbooks, self-serve resources, video content, and documentation that reduce inbound noise and scale the function
• Handle difficult, high-stakes conversations with home care operators who are emotionally invested and financially sensitive — staying positive and solution-focused under pressure
• Proactively educate partners on what success looks like — getting ahead of frustration points before they become churn risks
• Manage invoicing, payments queries, and operational support at scale — comfortable with the unglamorous as well as the st...