Customer Success Manager enhancing client outcomes through bridge building in facility management software. Supporting public organizations with a focus on relationship management and software training.
About the role
- Customer Success Associate at Lottie supporting client relationships and onboarding for care operators. Collaborating with internal teams to drive engagement and business success.
Responsibilities
- Support client onboarding by hosting kick-off meetings and creating tailored onboarding plans
- Act as the primary point of contact for portfolio of clients via phone and email
- Proactively monitor client health and engagement, flagging risks or opportunities to senior CSMs
- Support contract renewals and identify upsell opportunities aligned with business targets
- Become an expert on the product and help care operators understand how to maximise value
- Analyse client data to demonstrate ROI and support portfolio's growth and clients' business success
- Collaborate with internal teams to resolve client issues quickly and improve the customer experience
Requirements
- 1-2 years of experience in customer success, account management, sales, or a similar client-facing role
- Natural relationship builder who enjoys helping clients succeed
- Data-comfortable and can use insights to inform approach
- Excellent communication skills and can build trust quickly with clients
- Organised, detail-oriented, and can manage multiple client relationships simultaneously
- Eager to learn and develop strategic account management skills
- Team player who's comfortable asking for help and collaborating across departments
Benefits
- A very generous EMI share offering
- 26 days + bank holidays
- Excellent employee compensation/benefits
- Hybrid office policy
- Outstanding company culture with a 5/5 employee review score on Glassdoor
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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