About UsLupa 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. In this role, you will:Own a portfolio of Lupa clients as their primary point of contact and relationship holderDrive retention by proactively ensuring every client understands and realises the full value of the platformManage the renewal cycle for your accounts, forecasting accurately and closing on timeIdentify and pursue upsell opportunities through strong relationships and deep product knowledgeTriage client issues effectively, working with Support and Product to resolve them quickly and communicate clearly throughoutTrack account health metrics and intervene early when you spot signs of disengagement or riskRepresent client feedback internally, contributing to product roadmap discussions with clear, evidence-based insights Your background looks something like:Solid experience in a customer success or account management role, ideally in a B2B SaaS environmentCommercial confidence and the ability to manage a portfolio with accountability for retention and revenue growthStrong communication skills, written and verbal with the ability to simplify complex product

Customer Success Manager