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About the Role
Log my Care is seeking a passionate and customer-centric Digital Customer Enablement Manager to design and own the end-to-end digital customer journey, from sign-up through onboarding, adoption, and renewal. This role involves building and managing automation layers, defining segmentation models, and ensuring effective customer communication strategies.
Responsibilities
- Design and own the end-to-end digital customer journey, from sign-up through onboarding, adoption and renewal, turning our Customer Comms Strategy into live, measurable journeys
- Define and maintain the segmentation model our journeys run on, covering tier, care setting, plan, role and lifecycle stage
- Build and run our automation layer across HubSpot lifecycle workflows and Intercom’s outbound tools (Series, in-app posts, banners, checklists and product tours)
- Own suppression logic, frequency capping and the shared comms calendar, so customers aren’t over-messaged across CS, Support and Marketing
- Work with Engineering and RevOps to get reliable product usage events and contact and role data in place, so our comms are driven by what customers do rather than by the calendar
- Define where digital journeys hand over to a person, working closely with our SMB CSM and Onboarding & Training Manager
- Write, or source and edit, the content inside each journey, working with Marketing on tone of voice and building a reusable content library
- Set up in-product feedback capture, so we keep hearing from SMB customers as human contact reduces
- Own the performance of every touchpoint, testing, iterating and retiring what doesn’t work, and reporting on its impact on Time to Live, Time to Value, GRR and reclaimed CSM capacity
Requirements
- Experience building lifecycle or digital customer programmes in a B2B SaaS business, not just running campaigns inside someone else’s build
- Hands-on confidence with HubSpot workflows and Intercom or a close equivalent (you’ll be asked to demonstrate this practically)
- Comfort with product and behavioural data: you can define the events you need, brief engineers credibly and work with usage data without waiting for an analyst
- A systems and journeys mindset, with examples of touchpoints you’ve retired as well as ones you’ve launched
- The ability to work without an existing playbook and build structure from scratch
Skills
- HubSpot workflows
- Intercom
- Product data analysis
- Behavioral data analysis
- Systems thinking
- Journey mapping
Location
- London
Work Type
- Hybrid
- In-office days: Wednesdays & Fridays
Experience Level
- Senior individual contributor role
Salary/Compensations
- £55,000 - £60,000
About the Company
- Log my Care is the platform for next-generation care providers, 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.
- We’re building intuitive, powerful tools that save hours on admin, unlock smarter insights, and raise the standard of care every day.
- Over 2,000 providers across the UK choose Log my Care to deliver safer, smarter, more proactive care that transforms lives.
- We are a lean, growth-stage SaaS business.
Equal Opportunity
- Log My Care is committed to being an inclusive and diverse workplace.
- 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.