Account Management Team Lead

Title: Account Manager Team Lead

Department: Account Management

Salary: 55000 - 65000 commission

Benefits & Culture: See here

Equity: A very generous EMI share offering

Holiday: 26 days bank holidays

Mission: Elevate later life for everybody and build the care sector of the future

Office Policy: Hybrid with a minimum of 2 core office days per week

Office Location: London Bridge London UK

The Opportunity:

Lottie is building the AI operating system for social care changing how the UK finds manages and pays for care. Over 1000 care providers run on our software and every one of them is a partner our Account Management team looks after.

That network is growing fast. Your job is to make account management scale with it becoming more efficient more consistent and more commercial. Youll lead a growing team of Account Managers while staying hands-on with accounts and build the operating model the whole function runs on.

This is a genuine player-coach role. Half your time leading and coaching the team and building how account management works at Lottie. Half hands-on with your own accounts. If you cant do both at once this isnt the right role.

What does this role involve

• Lead and coach a team of Account Managers reporting into the Head of Account Management.

• Lead by example by owning your own accounts and helping them grow across Lotties products. This is a genuine 50/50 role.

• Define what great account management looks like at Lottie from the standards to the playbooks and processes the whole team runs on.

• Drive structural change including moving partners to a single point of ownership instead of multiple people across one account.

• Build systems that make the way we work better: AI driven automation self-serve and lighter-touch approaches where a conversation isnt needed.

• Increase revenue per partner by working with them to proactively identify opportunities for them to grow with Lottie. Work with the team to bake this commercial approach into every partner touchpoint.

• Work closely with our product team to identify emerging themes in partner feedback back them with data and make the case for what to build next.

• Raise the teams bar every day on quality pace and commercial instinct

What problems will you be solving

• Many partners have real untapped potential - higher tiers more products greater engagement - and its on you to build the commercial approach that finds that potential and converts it across the whole book not just your own accounts. This is the biggest part of the role.

• Leading the team is half of this player-coach role. Youll get the best out of a growing team of Account Managers - coaching them raising their commercial game and strategically leaning in on their accounts to help them win building a team that keeps performing as the book grows.

• Lotties partner base is large and growing fast across Lotties Marketplace Found and Eliza. As the team scales youll make sure that growth in volume doesnt come at the cost of quality or commercial performance and that the standard holds across everyones accounts.

• At this volume structure and process matter more than bespoke handling. Youll define how a large book gets managed and get the whole team running on it - consistent efficient and commercial not just relationship-building.

• Improving processes and optimising the manual parts of account management. Youll use AI and tech automations to take the repetitive work out of how the team operates.

We think youll be a great fit if

• Youve got a background growing accounts whether thats account management customer success or sales. The commercial instinct to grow a relationship not just service it is the foundation everything else builds on.

• Youre interested in managing accounts at real volume elevating a large book of business rather than a small portfolio of enterprise clients.

• Youve improved how a team works not just worked in one. Youve defined processes built systems or driven change that outlasted you.

• You have a commercial edge. You dont need a sales background but you have a track record of promoting products into accounts and are comfortable with expansion conversations.

• Youre ruthlessly efficient: highly organised quick through your work and always looking for ways to save time improve process and scale interactions

• Youve coached or mentored others. Formal people management is useful but not essential what matters is evidence of raising others game.

This role isnt for you if

• Youre not passionate about elevating later life for everybody our mission is at the heart of everything we do

• Youre not prepared to use AI to work faster and smarter

• You prefer a small high-touch portfolio of accounts this role operates at volume

• You see account management as purely relationship farming we need commercial instinct as well as rapport

• You want to step fully out of hands-on work this is genuinely 50/50 management and delivery

• You want a pre-defined playbook youll be writing it

• Youre uncomfortable with the ambiguity and pace of a fast-growing startup

Application

Wed love to see a short video (2 minutes max) answering this question:

Introduce yourself and tell us why youre interested in Lottie and why you feel youd be a good fit for the role.

We appreciate this takes time. We receive a high volume of applications and this helps us assess you on more than your CV.

Lotties Interview Process (TBC)

1. Screening interview led by Lotties Talent Acquisition Lead (Alice Rooke) - remote

2. Case study - prework to be completed independently and presented to two commercial leaders at Lottie - remote

3. Final interview with Will Donnelly (Lotties Co-Founder & CEO) and Hiring Manager - in person (London Bridge)

Candidate Experience: All candidates will be informed of their application status.

• Pre-Screen and Screening interview: Youll receive an email notification but no specific feedback will be provided at this stage.

• Case Study: If you are unsuccessful after the case study youll receive constructive feedback via email and be offered a debrief call with our Talent Lead.

• Final Interview: For final-stage candidates who are not offered the role we will provide feedback via a phone call.

Meet Lottie

Founded with a mission to build the care sector of the future Lottie is creating the AI operating system for social care - designed to unlock profitability for care providers and to make finding care as easy as booking a holiday on Airbnb.

Launched in London in July 2021 Lottie has raised over 25m from tier 1 venture capital funds (Accel and General Catalyst) and is widely recognised as one of Europes fastest growing tech companies. Most recently Lottie was the acclaimed winner of Deloitte Fast 50 LinkedIn Top Startups The Sunday Times Tech 2026 and Startups 100.

As of today Lottie offers four core products and services including:

• Lottie (B2B2C Marketplace) - Free service that helps families find the UKs best care homes and home care services.

• Found by Lottie (B2B Vertical SaaS) - AI-native OS software supporting care providers to effectively manage their enquiries occupancy and finances.

• Seniorcare by Lottie (B2B Vertical SaaS) - Employee benefit helping companies deliver outstanding eldercare support to their employees.

• Eliza by Lottie (B2B Vertical SaaS) AI agents that handle care home enquiries - so no family goes unanswered.

Why Lottie

• Career Opportunity - A career-defining opportunity to define and lead account management at one of the UKs fastest growing startups building the playbook rather than following one.

• Early Hire Benefits - Be an early hire at one of the UKs fastest growing startups and benefit from fast career progression as well as a generous stock options package.

• Mission - Tech for good that aims to build the care industry of the future and to positively impact millions of peoples lives. Care is one of the final remaining large consumer industries that is yet to be disrupted and positively revolutionised by technology.

• Investors - Series A backed startup having raised 25m from tier 1 venture capital investors including Accel and General Catalyst.

• Global Opportunity & Scalability - Be part of a company that is solving a real tangible problem that every family around the world faces at some point in their life.

• People - Join a kind talented and mission driven team that loves coming to work every day.

• Culture - Excellent employee compensation/benefits hybrid office policy and outstanding company culture with a 4.9/5 employee review score on Glassdoor.

• Award Winning - Acclaimed winner of LinkedIns 2024 Top Startups and named the UKs number one startup for 2025 in 100 Index.

We want to create an inclusive environment that celebrates the diversity of our people whilst enabling them to do the best work of their careers. We are committed to ensuring that all our people processes are equitable. All applicants will be considered for employment without attention to ethnicity religion sexual orientation gender identity family or parental status national origin veteran neurodiversity status or disability status.

If you require reasonable accommodations during the application or interview process please let us know at

Required Experience:

Manager

Employment Type : Full-Time
Experience: years
Vacancy: 1
Yearly Salary Salary: 55000 - 65000