The care sector is in crisis. We're building the company that fixes it.
150,000+ care roles sit unfilled in the UK, and demand is set to rise 27% over the next 15 years. People are care providers' biggest asset and biggest challenge. Lifted is the platform that helps them hire, onboard, sponsor, and stay compliant — all in one place. We are VC-backed, Seed-stage, with 500+ customers and growing fast.
Our founder Rachael built Lifted after her mum went into care, so we're an A-star team (ex Deliveroo, Amazon, McKinsey) driven by solving problems that matter.
The opportunity
Our customers are care providers 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 they succeed with Lifted, they keep their staff, protect their licence, and deliver better care.
You'll own the post-sale relationship end-to-end. That means onboarding customers, driving adoption, growing accounts, and turning users into advocates. 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 we deliver our product, and feeding insight back into the business that changes what we build and how we sell.
What you'll own
* 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 we 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.
Who you are
* 3+ years in a customer success or account management role where you owned senior stakeholder relationships (Senior manager to C-level)
* You've negotiated commercial terms — upsells, renewals, expansions — and you're comfortable owning a revenue target
* You're naturally curious about how customers use products and can turn usage data into a plan
* You know how to manage escalations calmly and turn difficult moments into deeper trust
* You create clear, compelling customer-facing materials — you don't just talk well, you present well
* You're 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 this role
You'll own the customer relationship at a company where customers genuinely need what we offer — this isn't software that sits unused. You'll have direct influence on the product roadmap, work hand in hand with leadership, and the chance to build the customer success function at a company solving one of the UK's most pressing challenges.