Customer Success Associate

Posted 2 days 13 hours ago by Lupa Pets

Permanent
Full Time
Other
London, United Kingdom
Job Description
In this role, you will:
  • Own a portfolio of Lupa clients as their primary point of contact and relationship holder
  • Drive retention by proactively ensuring every client understands and realizes 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
Your background looks something like:
  • 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 escalade 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