Senior Customer Success Manager
Log my CareAbout 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 We’re built for forward-thinking care teams who want to move beyond outdated systems and deliver the very best person-led care.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 Outdated, clunky software wastes time and holds care back.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:
Submit your Application
Exploratory call with People Team (25 mins)
Interview with Lizzie our Sales Director via Zoom (1 hour)
In-person task with Amber our Director of Customer Success
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.