Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Tailor your resume to this Customer Success Manager role.
Rezi rewrites your resume against Lupa Pets's job description. Free.
Tailor your resume to this Customer Success Manager role.
Rezi rewrites your resume against Lupa Pets's job description. Free.
Don't guess if your resume is good enough.
See how it scores against the Customer Success Manager posting at Lupa Pets — free, in seconds.
Don't guess if your resume is good enough.
See how it scores against the Customer Success Manager posting at Lupa Pets — free, in seconds.
About the Role
Lupa is building an AI-native operating system for veterinary practices and pet parents, offering a single intelligent platform for scheduling, client communication, clinical documentation, and AI-driven care guidance. This role involves owning client relationships, driving retention, managing renewals, identifying upsell opportunities, and representing client feedback internally.
Responsibilities
- Own a portfolio of Lupa clients as their primary point of contact and relationship holder
- Drive retention by proactively ensuring every client understands and realises the full value of the platform
- Manage the renewal cycle for your accounts, forecasting accurately and closing on time
- Identify and pursue upsell opportunities through strong relationships and deep product knowledge
- Triage client issues effectively, working with Support and Product to resolve them quickly and communicate clearly throughout
- Track account health metrics and intervene early when you spot signs of disengagement or risk
- Represent client feedback internally, contributing to product roadmap discussions with clear, evidence-based insights
Requirements
- Solid experience in a customer success or account management role, ideally in a B2B SaaS environment
- Commercial confidence and the ability to manage a portfolio with accountability for retention and revenue growth
- Strong communication skills, written and verbal with the ability to simplify complex product concepts for non-technical users
- A proactive approach to risk: you identify problems before they escalate and act without being prompted
- Experience at a B2B SaaS company known for high-quality customer success (nice to have)
- Familiarity with Salesforce, HubSpot, Gainsight, or Intercom (nice to have)
- Background at a high-growth Series B+ startup where you’ve had to adapt quickly as the business scaled (nice to have)
Skills
- Customer Success
- Account Management
- B2B SaaS
- Communication
- Salesforce
- HubSpot
- Gainsight
- Intercom
Location
- London
- New York
Work Type
- In-person
Experience Level
- Mid-level
About the Company
- Lupa is building a category defining product the industry has never seen before.
- 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.
- The traction speaks for itself: 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, 2.5M+ pets on the platform, and a buzzing HQ in Paddington, London.
- 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.