Customer Success Associate

<p style="min-height:1.5em"><strong>About Us</strong></p><p style="min-height:1.5em">Lupa is building a category defining product the industry has never seen before.</p><p style="min-height:1.5em">We're the AI-native operating system for veterinary practices and pet parents, replacing the fragmented, clunky systems vets have tolerated for years with a single intelligent platform for scheduling, client communication, clinical documentation, and AI-driven care guidance. Practices run more efficiently, vets get back to doing what they love, and pet parents feel more connected to their animals' health than ever.</p><p style="min-height:1.5em">The traction speaks for itself: founded in 2023 and already one of Europe's top 100 AI startups, with a team of 50 people, 10x growth in twelve months, the UK market leader, and now charging hard into the US and Europe. We have $25M in funding, 1M+ pets on the platform, and a buzzing HQ in Paddington, London. We've attracted exceptional people from the likes of Palantir, Google, DeepMind, BCG, Meta, and AWS and we're just getting started.</p><p style="min-height:1.5em">This is a rare chance to join a rocket ship at exactly the right moment and we're looking for exceptional people to help us fly it.</p><p style="min-height:1.5em"></p><p style="min-height:1.5em"><strong>In this role, you will:</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Own a portfolio of Lupa clients as their primary point of contact and relationship holder</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Drive retention by proactively ensuring every client understands and realises the full value of the platform</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Manage the renewal cycle for your accounts, forecasting accurately and closing on time</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Identify and pursue upsell opportunities through strong relationships and deep product knowledge</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Triage client issues effectively, working with Support and Product to resolve them quickly and communicate clearly throughout</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Track account health metrics and intervene early when you spot signs of disengagement or risk</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Represent client feedback internally, contributing to product roadmap discussions with clear, evidence-based insights</p></li></ul><p style="min-height:1.5em"></p><p style="min-height:1.5em"><strong>Your background looks something like:</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Solid experience in a customer success or account management role, ideally in a B2B SaaS environment</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Commercial confidence and the ability to manage a portfolio with accountability for retention and revenue growth</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Strong communication skills, written and verbal with the ability to simplify complex product concepts for non-technical users</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">A proactive approach to risk: you identify problems before they escalate and act without being prompted</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Experience at a B2B SaaS company known for high-quality customer success (nice to have)</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Familiarity with Salesforce, HubSpot, Gainsight, or Intercom (nice to have)</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Background at a high-growth Series B+ startup where you’ve had to adapt quickly as the business scaled (nice to have)</p></li></ul><p style="min-height:1.5em"></p><p style="min-height:1.5em"><strong>As a person, you:</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Build real relationships, not transactional ones, clients are genuinely glad to have you as their contact</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Are commercially sharp and accountable for the numbers in your book of business</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Work cross-functionally in a fast-moving environment without losing track of your own priorities</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Are excited to work in-person from our Paddington, London HQ (or New York office)</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Value working with people who are kind, ambitious, and pragmatic</p></li></ul><p style="min-height:1.5em"></p><p style="min-height:1.5em"><strong>What does success look like in 6 months?</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">You’ve taken full ownership of your client base and know the product inside out</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">You’re closing renewals and upsells independently with confidence</p></li></ul><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Your accounts are among the healthiest in the portfolio</p></li></ul><p>Find <a href="https://www.arbeitnow.co.uk">Jobs in United Kingdom</a> on Arbeitnow</a>