Customer Success Manager

Customer Success Manager
Salary: £50,000 – £60,000 + meaningful early-stage equity
Location: London (4 days per week office-based)
Employment: Full Time, Permanent

This is an opportunity to join a high-growth AI startup transforming how property businesses operate. Its AI platform automates the operational work that slows down property managers, lettings teams and build-to-rent operators, allowing customers to run more efficiently while delivering a better service to tenants.

Already live with pilot customers and building towards commercial scale, the business is looking for ambitious Customer Success talent to help turn early traction into long-term customer growth.

The Role

As Customer Success Manager, you will own the client journey from sales handover and onboarding through to adoption, pilot-to-paid conversion, retention and account growth. You will work closely with customers, Product, Engineering and the AI team, ensuring feedback directly shapes the platform as it scales. This is a hands-on technical CS role, with real responsibility for building the processes and automations that enable the customer function to grow.

Customer Success Manager Responsibilities:

• Own end-to-end onboarding from sales handover to go-live, including kick-off calls, timelines, training and quality checks.
• Manage client relationships through regular check-ins, performance reviews and proactive problem-solving.
• Convert pilot customers into paying clients, drive product adoption and identify opportunities to grow accounts.
• Monitor customer health, including resolution rates, escalations, response times, satisfaction and product usage.
• Build and improve AI-powered workflows for onboarding, health monitoring, escalation triage, reporting and feedback routing.
• Coordinate technical setup including data imports, user accounts and communication channels.
• Translate customer feedback into clear product tickets and work with Product and Engineering on priorities.
• Troubleshoot operational and technical issues, escalating confirmed bugs with clear reproduction steps.

Customer Success Manager Benefits

• Real ownership in a high-growth AI startup.
• Work directly with founders and a small, high-calibre team.
• Competitive salary and meaningful early-stage equity.
• Four-stage process, moving quickly for the right person.

Customer Success Manager Requirements:

This role would suit someone who is:

• Has around 3-4 years in Customer Success, Technical Account Management, Solutions Engineering, Implementation or a comparable B2B SaaS role.
• Can demonstrate strong adoption, retention, pilot-to-paid conversion or account-growth experience.
• Has used AI tools and automation to solve customer or operational problems.
• Is comfortable with APIs, integrations, data imports and exports, webhooks and product dashboards.
• Can diagnose whether a problem is configuration, data quality, user error or a product bug.
• Has the ambition, pace and ownership mentality needed in an early-stage startup.
• Is happy working four days per week from the London office.
• Has a First from a Russell Group university, or at minimum a 2:1 from Oxford, Cambridge, Imperial, Warwick, UCL or a comparable leading university.

Desirable:

• Experience with Twilio, WhatsApp Business API, email infrastructure or CS operations tooling.
• Experience with CRM, ERP, property-management or other third-party system integrations.
• PropTech, property, lettings or another operationally complex B2B SaaS background.
• Basic SQL or product analytics experience.

Key Skills: Customer Success, Technical Customer Success, B2B SaaS, AI, Automation, Onboarding, Implementation, Customer Retention, Product Adoption, Integrations, API, Webhooks, PropTech, Hirecracker, HCOperations

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