Customer Success Manager (Home Care)

TL;DR

Customer Success Manager (Home Care): Own and grow a fast-scaling network of ~2,000 home care providers with an accent on building scalable processes, self-serve resources, and strong relationships. Focus on solving operational problems, handling high-stakes conversations, and driving retention through proactive education and business outcomes.

Location: Hybrid in London Bridge, London, UK (minimum 2 core office days per week)

Salary: £40,000 - £50,000 (+ commission + equity)

Company

Fast-growing Series A startup building AI operating system for social care, including B2B2C marketplace and vertical SaaS for care providers.

What you will do

• Own success of home care partner network, managing relationships across ~2,000 franchise-structured listings
• Build and improve CS processes like playbooks, self-serve resources, video content, and documentation
• Handle high-stakes conversations with operators, staying solution-focused under pressure
• Proactively educate partners on success metrics and prevent churn risks
• Manage invoicing, payments, and operational support at scale
• Drive retention by linking CS to partners' business outcomes
• Collaborate with product, engineering, and sales to advocate for home care customers

Requirements

• Must be able to work hybrid in London, UK with minimum 2 office days per week
• Process-minded with experience building playbooks and self-serve resources that scale
• Natural relationship builder, credible in difficult conversations
• Generalist problem-solver, resourceful and detail-oriented self-starter
• Customer-facing experience, ideally at scale with fragmented bases
• Comfortable with ambiguity, pace of startup, and unglamorous tasks

Nice to have

• Background in ops, hospitality, strategy, or account management
• Passion for elevating later life care

Culture & Benefits

• 26 days holiday + bank holidays
• Generous EMI share options
• Excellent commission structure
• Kind, talented, mission-driven team with 4.9/5 Glassdoor rating
• Fast career progression as early hire
• Hybrid office policy and outstanding company culture

Hiring process

• Screening interview with Talent Acquisition Lead (remote)
• Case study prework and presentation to commercial leaders (remote)
• Final interview with CEO and Hiring Manager (in person, London Bridge)