Lead Customer Success - PropTech

(Up to £75,000)

My client is an innovative AI SaaS business operating within the PropTech sector.

Its platform helps property managers, letting agents and residential operators automate many of the operational tasks that traditionally consume significant amounts of time, including customer communications, maintenance coordination, compliance workflows and day-to-day property management.

Following a successful launch with a number of pilot customers, the business is entering an exciting growth phase and is looking for its first senior Customer Success hire to build and scale the function.

Working closely with the founders and senior leadership team, you'll have the opportunity to shape how Customer Success operates as the company grows, while helping deliver an AI platform that is transforming property operations.

Reporting directly into the founders, this is a highly visible role sitting at the intersection of Customer Success, Product, Operations and AI.

You will take ownership of the entire customer lifecycle, from onboarding and implementation through to adoption, retention and expansion. A key part of the role will be converting pilot customers into long-term paying clients, whilst building scalable Customer Success processes that allow the business to grow efficiently.

This is not a traditional relationship management role. The successful candidate will be technically minded, comfortable working with AI tools and automation, and able to troubleshoot operational and technical issues before escalating them to Engineering.

This role is based full-time in the Victoria office (5 days per week).

• Owning the end-to-end onboarding process from sales handover through to customer go-live

• Managing enterprise customer relationships, driving product adoption, retention and long-term account growth

• Converting pilot customers into paying clients whilst ensuring minimal churn

• Designing and implementing AI-powered workflows and automations that improve Customer Success efficiency and scalability

• Acting as the senior escalation point for customer issues, identifying whether problems stem from configuration, data quality, user error or product functionality

• Monitoring customer health through performance metrics, identifying risks and proactively improving adoption

• Working closely with Product and Engineering to translate customer feedback into platform enhancements and future roadmap priorities

• Supporting the rollout of new features, modules and platform functionality across the customer base

• Building scalable Customer Success processes, reporting frameworks and operational best practice as the company grows

This is a high-impact role offering genuine ownership and the opportunity to build the Customer Success function within a fast-growing AI PropTech business.

• 3+ years' experience within Customer Success, Technical Account Management, Solutions Engineering or a similar client-facing SaaS environment

• Proven experience managing enterprise or high-value B2B customer relationships

• Experience driving customer adoption, retention and commercial growth

• Ideally have worked within PropTech, property management software, AI SaaS or another workflow-based software platform

• Comfortable discussing APIs, integrations, data imports, automation and technical workflows

• Experience building or deploying AI tools, workflows or automations to improve operational efficiency

• Strong troubleshooting and analytical skills with the ability to diagnose technical issues independently

• Excellent stakeholder management and communication skills, able to translate technical concepts into simple customer-focused solutions

• Comfortable working within a fast-paced startup environment where processes are continually evolving

5 days per week in Central London office.

Jack Fitzpatrick

Senior Recruitment Consultant - Media & Ad Tech

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