Founding Customer Success Manager
Founding Customer Success Manager (AI SaaS)
London (Tower Bridge) | 5 days onsite | Competitive base + real equity
We’re partnering with one of the most exciting early-stage AI companies in the market right now. This business is at the forefront of a completely new category: AI search visibility. Backed by top investors and scaling rapidly, they’re already being compared to companies that hit unicorn status and they’re growing even faster.
This is not your standard CSM role.
You’ll be joining as a Founding Customer Success Manager, helping to build the function from scratch, shape the playbooks, and define what “great” looks like.
You’ll own the full customer lifecycle from onboarding through to renewal and expansion while operating in a high-growth, high-energy startup environment.
What You’ll Be Doing
- Owning onboarding setting customers up for success from day one
- Managing a portfolio across enterprise, mid-market and SMB
- Driving upsell and cross-sell opportunities (this is a commercial CSM role)
- Running QBRs and strategic reviews with key customers
- Acting as the voice of the customer feeding insights into product & GTM
- Building processes, playbooks and systems as the function scales
- Partnering closely with GTM and Product teams
What They’re Looking For
- Proven CSM / Account Management experience in SaaS
- Strong track record of retaining and growing accounts
- Commercial mindset revenue growth, not just retention
- Confident working with enterprise through to SMB clients
- Highly articulate, professional, and credible with senior stakeholders
- Thrives in fast-paced, high-growth environments
- Proactive, not reactive spots problems before they happen
- A builder mentality someone who wants to create, not just maintain
Bonus points for:
- AI, martech, or data-driven product experience