lupapets - Customer Success Associate

• Solid experience in a customer success or account management role, ideally in a B2B SaaS environment • Commercial confidence and the ability to manage a portfolio with accountability for retention and revenue growth • Strong communication skills, written and verbal with the ability to simplify complex product concepts for non-technical users • A proactive approach to risk: you identify problems before they escalate and act without being prompted • Experience at a B2B SaaS company known for high-quality customer success (nice to have) • Familiarity with Salesforce, HubSpot, Gainsight, or Intercom (nice to have) • Background at a high-growth Series B+ startup where you’ve had to adapt quickly as the business scaled (nice to have) • As a person, you: • Build real relationships, not transactional ones, clients are genuinely glad to have you as their contact • Are commercially sharp and accountable for the numbers in your book of business • Work cross-functionally in a fast-moving environment without losing track of your own priorities • Are excited to work in-person from our Paddington, London HQ (or New York office) • Value working with people who are kind, ambitious, and pragmatic • What does success look like in 6 months? • You’ve taken full ownership of your client base and know the product inside out • You’re closing renewals and upsells independently with confidence • Your accounts are among the healthiest in the portfolio