🚀 Mission: Lottie’s mission is to elevate later life for everybody.

👵 Meet Lottie: Please see our careers page for more info about Lottie.

🏷️ Title: Senior Customer Success Executive

💷 Salary: £35,000 - £40,000

🎁 Benefits: 26 days holiday (+Bank holidays) and a range of other benefits. See here

📈 Equity: We have a generous EMI share scheme that all team members will participate in

💻 Office Policy: Hybrid Remote - 2 core days per week in the office, at Lottie’s HQ

🌍 Location: London Bridge, London

🔢 Interview Process: 4 stages (incl. a task). Talent Screen > Hiring Manager Interview > Assessment Interview > Final interview with our Founders. Target time - 3 weeks

🤩 Candidate Experience: Please note with the volume of applicants there may be a delay in response time. The majority of feedback will be given via email and we try our very best to give specific and constructive feedback where possible

A quick intro to Lottie

Lottie is a HealthTech start-up based in London, founded by brother duo, Chris and Will Donnelly. Our mission is to elevate later life for everybody and build the later living sector of the future. To date, Lottie has raised over £25m from leading venture capital funds including Accel (backers of Facebook, Spotify and Slack) and General Catalyst (backers of Airbnb, Deliveroo, Stripe),as well as disruptive tech founders such as Tom Blomfield (Founder & CEO of Monzo Bank).

Lottie launched in August 2021 and today offers three core products, including:

Lottie’s Marketplace (B2B2C) - A free service that helps families and retirees find the UK’s best care homes and retirement living properties.

Found by Lottie (B2B) - CRM software mapped to the care and retirement living industries unique customer journey.

Seniorcare by Lottie (B2B) - The UKs leading eldercare employee benefits platform, helping corporates deliver outstanding eldercare support to their employees.

Since launch, Lottie has gone on to support millions of families navigate the stressful later living system, while helping tens of thousands begin their next chapter in later life care.

The opportunity

Having recently doubled their client base, Team Found is looking for a Customer Success Executive to join their small but mighty team! Found is Lottie’s CRM platform helping clients manage, prioritise and forecast their occupancy and enquiries. This is an awesome opportunity for anyone who loves speaking to clients, problem solving, thinking strategically and questioning how we can improve the experience for our clients.

You’ll have a huge amount of autonomy to drive client retention and seamless onboarding but have support from every corner. You’ll have direct access to sales, product, engineering, the Founder’s and the wider Customer Success team.

What you’ll be doing

• Lead conversations around contract renewals, pricing and upgrading packages
• Arrange and host on-boarding kick off meetings and be proactive in creating onboarding plans for clients
• Become an expert on all things Found and carry out online training
• Support our clients via phone and email
• Share feedback and insight from customers with the Product team, to support their decision making and prioritisation of development activities.
• Support clients with bugs/issues and own them through to resolution

Why this might be exciting

• High degree of autonomy in a role that has potential to grow as the company grows.
• Working closely with the Found Customer Success team to shape the function
• Working closely with the wider Lottie Commercial team including the Founders
• Working on a product that has a huge impact on an important industry
• Joining a company that was recently came 2nd in the UK top start-ups list

Who we’re looking for

• 1-3 years previous experience working in an Account Management and/or Customer Support role.
• Excellent communication and client management skills.
• Great collaboration skills, as you’ll be working with different departments, from Product and Tech to Business Development and Marketing.
• Experience onboarding new clients and setting them up for long term success.
• Self-starter and proactive in getting things done with a high level of attention to detail.

We want to create an inclusive environment that celebrates the diversity of our people whilst enabling them to do the best work of their careers. We are committed to ensuring that all our people processes are equitable. All applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status, or disability status.

Department: Found

Locations: Lottie HQ

Remote status: Hybrid Remote