lupapets - Customer Success Manager
Requirements
• 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 • 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
Responsibilities
• Own a portfolio of Lupa clients as their primary point of contact and relationship holder • Drive retention by proactively ensuring every client understands and realises the full value of the platform • Manage the renewal cycle for your accounts, forecasting accurately and closing on time • Identify and pursue upsell opportunities through strong relationships and deep product knowledge • Triage client issues effectively, working with Support and Product to resolve them quickly and communicate clearly throughout • Track account health metrics and intervene early when you spot signs of disengagement or risk • Represent client feedback internally, contributing to product roadmap discussions with clear, evidence-based insights
Benefits
• In 5 sentences or less, share why you'd love to be part of our team. • What is your notice period? • Do you require visa sponsorship to work within the UK? • Please list any pre-arranged holidays or commitments we should be aware of • Submit Application
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