Customer Success Team Lead

About 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 We’re built for forward-thinking care teams who want to move beyond outdated systems and deliver the very best person-led care.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 Outdated, clunky software wastes time and holds care back.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

We’re looking for a highly operational Customer Success Team Lead to drive the day-to-day execution of our CS function. This role is responsible for ensuring the team delivers consistently across onboarding, retention, and growth, with a strong focus on process, accountability, and customer outcomes.

This is a hands-on leadership role, ideal for someone who thrives in execution rather than strategy, ensuring plans are delivered, not just defined.

Salary Range : £70-75K

Location: This role is based in London. Our mandatory in-office days are Wednesdays & Fridays.

Key Responsibilities

Team Leadership & Accountability

• Manage and support a team of CSMs to deliver against retention and expansion goals

• Hold the team accountable to core KPIs (renewals, pipeline, customer health, activity)

• Run weekly team cadences (1:1s, pipeline reviews, account reviews)

• Coach CSMs on customer conversations, commercial thinking, and prioritisation

• Step into high-risk or complex customer situations where needed
  

⚙️ Execution & Delivery

• Ensure consistent execution of CS playbooks across onboarding, adoption, renewal, and growth

• Drive completion and quality of key outputs (account plans, success plans, QBRs)

• Maintain clear visibility of customer health, risks, and opportunities

• Ensure strong follow-through on actions across the team
  

Reporting & Forecasting

• Own weekly and monthly reporting on:

• Retention (GRR/NRR signals)

• Expansion pipeline and coverage

• Customer health and risk

• Provide clear, concise updates to leadership on performance and risks

• Ensure HubSpot (or CRM) hygiene and accurate data across the team
  

Process & Operational Improvement

• Identify gaps in current processes and drive improvements

• Implement scalable ways of working across CS (cadence, tooling, workflows)

• Work closely with RevOps, Sales, and Product to improve efficiency and alignment
  

Cross-Functional Collaboration

• Partner with Sales on cross-sell and strategic opportunities

• Work with Product/Support on customer issues, incidents, and feedback loops

• Ensure clear communication between CS and the wider business
  

What We’re Looking For

• Proven experience managing or leading Customer Success teams in SaaS

• Strong operational mindset - thrives on execution, structure and delivery

• Commercially aware - confident supporting renewals and expansion conversations

• Comfortable with data, reporting, and CRM systems (e.g. HubSpot)

• Strong communicator who can hold a team accountable while maintaining trust

• Hands-on and proactive - willing to step in and get things done

Success in This Role Looks Like

• A highly accountable, well-run CS team with clear visibility on performance

• Consistent execution of core CS activities (no gaps or missed opportunities)

• Improved forecasting accuracy and pipeline discipline

• Reduced risk through proactive management of customer health

• Strong collaboration with Sales and Product

The Interview process:

1. Submit your Application 

2. Exploratory video call with  Kris - Talent Partner (25 mins)

3. Video Interview with Amber Director of CS (1 hour)

4. In-person task with Amber & Lizzie - Sales and Marketing Director

5. 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.