Customer Success Manager

🚀 Role: Lead Customer Success Manager

⚡ Industry: AI / B2B SaaS

🏠 Location: London

📅 Type: Permanent

💸 Salary: £50K–£70K + Equity + £20K OTE

👨 💻 What you’ll be doing

This is a brilliant opportunity for someone who wants to do more than just manage customer relationships.

You’ll be joining an early-stage AI startup that’s building technology to fundamentally change how property businesses operate, automating everything from customer communications and maintenance requests to day-to-day operational workflows.

The product is already being used by real customers, and the business is now looking for someone to help take its Customer Success function to the next level.

A big part of the role is making sure customers actually get value from the technology.

That means owning onboarding, turning pilot customers into paying accounts, driving adoption and identifying opportunities to expand relationships.

But there’s also a genuinely technical side to this.

You’ll be expected to get close to the product, understand integrations, troubleshoot issues and work alongside Engineering and Product to improve the customer experience.

You’ll also help build the Customer Success function itself, using AI and automation to create smarter processes, customer health monitoring and workflows that can scale as the business grows.

It’s a great fit for someone who enjoys the relationship side of Customer Success but also likes getting hands-on with technology, solving problems and building things from scratch.

You’ll have plenty of ownership, work closely with the founders and play a meaningful role in shaping how the business scales.

🚨 Requirements

• A good amount of experience in Customer Success, Technical Account Management or a similar client-facing B2B SaaS role
• Experience working in a startup or scale-up environment
• Commercially minded, with experience driving product adoption, retention and account expansion
• Genuine hands-on experience building AI workflows or automating processes
• Technically curious and comfortable understanding APIs, integrations and how systems communicate
• Strong problem-solving skills and happy to investigate technical issues rather than simply passing them to Engineering
• Confident managing senior customer stakeholders and communicating technical concepts clearly
• Comfortable with ambiguity, ownership and building processes where they don’t already exist
• Experience with AI products or workflow automation would be a big plus

This isn’t a role for someone who simply wants to manage a portfolio of accounts. It’s for someone who wants to help build a modern, AI-first Customer Success function from the ground up.