Senior Customer Success Manager

About us

Log my Care is the platform for next-generation care providers. We’re built for forward-thinking care teams who want to move beyond outdated systems and deliver the very best person-led care. Our mission is to enable providers to deliver proactive care - helping teams anticipate needs, prevent issues before they arise, and give people the best chance at healthier, happier lives. Outdated, clunky software wastes time and holds care back.

We’re building the antidote: intuitive, powerful tools that save hours on admin, unlock smarter insights, and raise the standard of care every day. That’s why over 2,000 providers across the UK choose Log my Care to deliver safer, smarter, more proactive care that transforms lives.

The role

As a Senior Customer Success Manager, you will own a portfolio of our most strategic Mid-Market and Enterprise customers, taking full accountability for retention, growth and long-term value realisation.

This is a commercial and strategic role, where you will operate as a trusted advisor to customers, driving measurable outcomes through structured success planning, data-led decision making, and proactive account management. You will play a key role in progressing customers through their value journey (TTL → TTV → TTG), ensuring they not only adopt the platform but expand with us over time.

You will also act as a senior voice within the CS team, influencing best practices, contributing to playbooks and partnering closely with Sales, Product, and Leadership to shape how we scale Customer Success.

Salary Range : £55k - £65k

Location: This role is based in London. Our mandatory in-office days are Wednesdays & Fridays.

As an Senior Success Manager you will:

Strategic Account Ownership

• Own a portfolio of high-value, complex accounts, acting as the primary point of contact and strategic advisor

• Develop deep understanding of customer goals, operating models and success criteria

• Build and execute structured account plans aligned to commercial and customer outcomes

Retention & Risk Management

• Take full ownership of renewal outcomes, including forecasting, risk mitigation and commercial positioning

• Proactively identify and manage churn risk using health scores, engagement signals and usage data

• Lead at-risk account recovery strategies, engaging cross-functional teams where required

Value Realisation & Success Planning

• Define and execute customer success plans tied to measurable ROI and outcomes

• Lead Executive Business Reviews (EBRs/QBRs) that clearly demonstrate value and align to future growth

• Drive progression through TTL → TTV → TTG, ensuring customers realise value quickly and consistently

Expansion & Commercial Growth

• Identify, shape and close upsell, cross-sell and expansion opportunities

• Partner with Sales on joint account planning and deal execution

• Own expansion pipeline within your portfolio, ensuring strong pipeline coverage and conversion

Data-Driven Customer Management

• Leverage customer health scores, product usage and engagement data to inform strategy

• Maintain clear visibility of account performance, risks, and opportunities within CRM (HubSpot)

• Use data to influence both customer decisions and internal prioritisation

Cross-Functional Collaboration

• Act as the voice of the customer, feeding insights into Product, Support and GTM teams

• Collaborate on product feedback loops, roadmap alignment, and customer experience improvements

• Work closely with Support to ensure seamless issue resolution and customer communication

CS Excellence & Leadership Contribution

• Contribute to playbooks, frameworks, and best practices across the CS function

• Support more junior CSMs through mentoring and coaching where required

• Drive consistency in VTPs (Value Touch Points), success planning, and commercial execution.

We'd love to hear from you if you have :

Core Experience

• 5+ years in Customer Success / Account Management within SaaS

• Proven experience managing Mid-Market and Enterprise accounts

• Demonstrated success owning renewals, retention and expansion revenue

Commercial & Strategic Capability

• Strong commercial acumen with experience in upsell, cross-sell and negotiation

• Ability to build and execute account plans aligned to revenue outcomes

• Comfortable owning pipeline, forecasting and deal progression

Customer & Relationship Management

• Exceptional stakeholder management, including senior and executive-level engagement

• Strong ability to act as a trusted advisor, not just a relationship manager

• Experience running QBRs/EBRs with clear value articulation

Data & Analytical Thinking

• Confident using data, health scores and product usage insights to drive decisions

• Experience working with CRM and CS tools (e.g. HubSpot, Planhat, Salesforce)

• Ability to translate data into clear actions and commercial outcomes

Execution & Ownership

• Highly proactive, with strong ownership mindset and accountability for outcomes

• Able to manage complex priorities across a portfolio effectively

• Comfortable operating in a fast-paced, scaling environment

Collaboration & Influence

• Strong cross-functional collaboration across Sales, Product and Support

• Ability to challenge constructively and influence stakeholders

• Experience contributing to CS strategy, playbooks, or process improvement

The Interview process:

1. Submit your Application

2. Exploratory call with People Team (25 mins)

3. Interview with Lizzie our Sales Director via Zoom (1 hour)

4. In-person task with Amber our Director of Customer Success

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).

D&I Statement

Log My Care is committed to being an inclusive and diverse workplace. The excellent work produced by our team would not be possible without bringing together all of our team's different backgrounds, experiences and skills. 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.

Recruitment notice

Note to recruitment agencies: Log My Care is committed to building a long-term approach to our hiring strategy, we are therefore already working in partnership with a selected talent partner. We, therefore, ask you to hold off sending speculative CVs or sales approaches.