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About the Role
As a Customer Success Intern, you will help manage and retain Log my Care's SMB customers. You will own the admin that keeps these accounts healthy, from auto-renewals and subscriptions to failed payments, and you will talk to customers directly, including handling difficult conversations with empathy and professionalism. You will report to Felena, our Customer Success Manager, and work closely with the Senior RevOps Manager and the wider Customer Success and Finance teams.
Responsibilities
- Take on admin across the SMB customer base, such as preparing customer lists, scheduling check-ins and tracking follow-up actions.
- Check that auto-renewals have processed each cycle correctly, spot any that have failed or renewed on the wrong terms, and work with Finance and the Senior RevOps Manager to correct them promptly.
- Track upcoming renewals across the SMB book, prepare renewal reminders and paperwork, and make sure subscription records reflect the agreed plan, price and term before the renewal date.
- Work through the list of customers whose payment methods have failed, contacting them by phone and email to update their details and reactivate their subscription. Log every contact and outcome in HubSpot and escalate accounts at risk of churn to the relevant Customer Success Manager.
- Help manage the SMB customer base day to day, spotting customers who are disengaged or unhappy, handling difficult conversations calmly and working with the relevant Customer Success Manager to keep them with us.
- Handle incoming requests from customers who want to add users, services or products, specifically those passed over from our Support team, and make sure each one is followed up promptly. Spot further opportunities to grow SMB accounts, such as customers going over their user or service limits or opening new locations, and raise them with your Customer Success Manager.
- Take on SMB queries that would otherwise sit with Support, including helping customers on self-serve free starter accounts, managing rostering paywall trials, answering billing queries raised through Intercom, handling cancellation requests (flagging any that could be saved to the relevant Customer Success Manager) and responding to Help Centre requests.
- Escalate any payment disputes, refund requests or credit requests to the CFO.
- Keep customer, billing and contact records accurate and up to date across our CRM and billing systems, so that forecasts and reporting on the SMB book can be relied on.
- Suggest ways to make payment recovery and renewals smoother, and to improve how we support SMB customers through digital means, such as self-serve guidance, automated reminders and reusable templates.
Requirements
- Excellent communication skills: write clear, friendly emails, speak confidently to customers on the phone about payments, and know when to escalate an issue.
- Ability to stay calm in difficult conversations: listen to an unhappy or frustrated customer, show empathy and still reach a clear outcome.
- Organised: manage a list of tasks with deadlines, keep accurate notes and follow things through to completion.
- Attention to detail: notice when numbers, dates or records don't match and check before acting.
- Comfortable with data: use spreadsheets with confidence.
- Handle information responsibly: understand that customer and billing information is confidential and must be handled carefully under UK GDPR.
- Care about the difference our work makes: An interest in health and social care is welcome but not required.
Skills
- Customer conversations
- Renewals
- Billing
- Spreadsheets
- CRM
- Billing systems
- UK GDPR
Location
- London, UK
- Remote
Work Type
- Hybrid
- Fixed term contract
Experience Level
- Internship
Salary/Compensations
- £26,000
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.
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.