Salary: 45 000 - 65 000 + 20 000/50 000 COMMS
Industry: CARE
Contract: full time
LOCATION: London (Office-based, 3 days, 2 WFH)
Information on the company
Care providers (Care Homes & Local Government) across the UK are facing major workforce shortages, yet the demand for care continues to rise year on year. Their Carers are their biggest asset, yet finding them and retaining them is their biggest challenge. Our client has created a platform that supports hiring, onboarding, sponsorship, and compliance all in one place, reducing admin and stress. They are an early-stage, investor-backed company with strong customer growth.
This startup was founded following a deeply personal experience of navigating care for a loved one by one of the Founders who became so passionate and dedicated to the Care sector.
ABOUT THE ROLE…
Care providers are navigating one of the most complex operating environments in the UK — sponsorship compliance, Home Office regulation, CQC standards, and a workforce crisis that isn't going away. When Care Providers use our client’s B2B SaaS, they keep their staff, protect their sponsorship licence and deliver better care.
Owning the post-sale relationship end-to-end, you will be building the post sales revenue engine with the Commercial Director & the Founder. That means as well as onboarding customers, driving adoption, and turning users into advocates you will be retaining and growing accounts. You'll work directly with senior decision-makers from HR directors to CEOs across enterprise care groups and smaller providers alike.
This isn't a reactive support role. You'll be proactive, commercial, and strategic: spotting upsell opportunities, negotiating renewals, shaping how they deliver our product, and feeding insight back into the business that changes what they build and how they sell.
WHAT YOU’LL OWN
Process Setting & executing processes for retention, renewals, upsells, customer feedback, & QBRs.
Customer relationships & advocacy Build trusted, senior-level relationships across your accounts. Become the person your customers call first not just when something breaks, but when they're planning ahead. Turn satisfaction into advocacy: referrals, case studies, and the kind of loyalty that compounds.
Commercial growth Independently identify and close upsell and expansion opportunities within your book of business. Negotiate renewals and commercial terms with confidence. You own your revenue number.
Onboarding & implementation Create and execute implementation plans that get customers live and confident quickly. Ensure key champions and influencers within each account are trained, upskilled, and getting value from day one.
Strategic account management Use usage data, engagement signals, and customer conversations to build account strategies that drive retention and growth. Know which accounts need attention before they tell you.
Customer insight & product influence Translate what you hear from customers into actionable feedback for product, marketing, and sales. You'll have a direct line to our product team and a real say in what they build next.
Customer communications Create compelling account updates, QBRs, and decks that don't just report — they inspire confidence and reinforce why customers chose Lifted.
The ideal candidate…
Have 3–5 years in a customer success, account management, or relationship management role where you owned senior stakeholder relationships (Senior manager to C-level)
Commercial thinker, you have negotiated commercial terms upsells, renewals, expansions and you're comfortable owning a revenue target
Naturally curious about how customers use products and can turn usage data into a plan
Know how to manage escalations calmly and turn difficult moments into deeper trust
Create clear, compelling customer-facing materials, you don't just talk well, you present well
Proactive, not reactive you spot risks and opportunities before they surface
Collaborative and low-ego, you'll work closely with sales, product, and marketing daily
Based in London, energised by an in-person, high-tempo team environment
Bonus: B2B SaaS experience, or a background in the health or care sector.
Why work here?
Autonomy to build a CS function from the ground up at a company solving one of the UK's most pressing challenges.
A mission that actually matters
Working hand in hand with leadership
Chance to shape how a fast-growing company tells its story in a sector that's ready for change
Owning the customer relationship at a company where customers genuinely need what they offer
Direct influence on the product roadmap
Interview process
Stage 1: Video call with Commercial director (30 mins)
Stage 2: Task
Stage 3: In office Interview with Commercial Director & Founder with task presentation (60 mins)