Customer Success Associate

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