Log my Care is one of the fastest-growing Care Software start-ups in the UK, having quadrupled its customer base since 2020.
Our mission is to digitise the social care sector (care homes and home care agencies) and help hundreds of thousands of carers to provide a better quality of care to the UK’s most vulnerable people. The sector is over 60% analogue and paper-based, losing out on the many benefits technology can bring. We’re passionate about changing this with our awesome mobile App and Web-based tools that make delivering care far, far easier for hard-working carers.

We are looking for a passionate and customer-centric Customer Success Executive to join our ambitious team. Reporting to Alex our Head of Customer Success, you’ll play a key role in ensuring our clients achieve their goals by providing exceptional support, building strong relationships, and driving customer satisfaction and retention.

You will:

• Become a Log my Care expert; including all operational aspects of the product, the care sector, our customers and our values.
• Put yourself in the customer’s shoes to understand the challenges and issues they can occasionally face using Log my Care. Patience and empathy are key to this position.
• Build relationships with our customers to guide them through the full process from onboarding to upselling to making sure they are using the Log my Care product effectively.
• Keep our customers up to date with new product releases and ensure adoption by hosting training sessions and check-ins.
• As well as any other activities required to actively complete your job as outlined by your manager.
• Have experience with HubSpot
• Experience with Mixpanel, Planhat, Gainsight and Churnzero are a bonus!

£30K - £35K + Plus commission

• Manage the entire SMB customer base, serving as their primary point of contact.
• Ensure the automated onboarding process remains streamlined and effective.
• Monitor onboarding progress and address any issues to guarantee a smooth customer experience.
• Drive renewal processes to maintain customer retention rates.
• Identify opportunities for upselling additional products to existing customers.
• Work closely with the GTM team to support and achieve growth targets.
• Provide customer insights and feedback to inform product development and marketing strategies.
• Collect and communicate customer feedback, pain points, and feature requests to the Product team.
• Participate in product planning meetings to ensure customer needs and experiences are considered in new developments.

We’d like to hear from you if have:

• 3+ Years of SaaS Experience
• Passionate About Technology
• Proactive Attitude and Sense of Humour
• Excellent Written and Verbal Communication Skills
• Customer-Centric Mindset
• Strong Problem-Solving Abilities
• Collaborative Team Player
• Growth-Oriented and Eager to Learn
• Excellent Organisational Skills

1. Submit your application
2. Exploratory call with Olivia via Zoom (People Manager) (20/25 mins)
3. Interview with Flaka our Senior Customer Success Executive via Zoom (45 mins)
4. In-person interview & task with Flaka & Alex our Head of CS (1 hour)
5. Final interview with Sam (Co-founder & CEO) to discuss what you might bring to the role and how you might embody our values at LmC (20 minutes)

We offer exceptional benefits and invest massively in our team's happiness, well-being, and growth:

• Become part of a close-knit team making a huge impact on digital health technology to change the lives of thousands of people. We’re currently a team of 40!
• Hybrid working - we have a mixed model of office and home working. We work from our fancy Holborn offices on Wednesdays and Fridays and then the other 3 days from home.
• Base holiday - 25 days (+ bank holidays) and one extra day for every work anniversary.
• Holiday Purchase Scheme - buy up to 5 extra holiday days per year!
• Remote working For up to 4 weeks per year, you can choose to be fully away from the office.
• L&D budget - growth is key. You’ll get a budget of £500 to go towards books, courses, conferences, workshops, or coaching of your choice.
• Private Health Insurance via AXA health insurance from day 1.
• Income protection insurance.
• Access to next-day mental health services via Spill.
• Enhanced parental leave (maternity/adoption/paternity).
• Flexible working options - we know that everyone has a life beyond work. So, we’re happy to talk about shifting start times to reduced hours. Whatever helps you to bring your best self to the table.
• Company cycle-to-work scheme - big discounts and spread the cost of a new bike.
• Regular company socials – From indoor climbing to bowling, we’ve done it all.

Log My Care is committed to being an inclusive and diverse place to work. The excellent work produced by our team would not be possible without bringing together all of the different backgrounds, experiences and skills that our team has. We treat every employee equally, and fairly regardless of age, disability, gender, marital status, race, religion, or sexual orientation. It is vitally important that each of our team members feels confident, comfortable, and empowered.