Customer Success Lead

Lead Customer Success Manager

Location: London

Type: Full‐time | Office‐based

About the Company

A high‐growth AI technology business is building an automation platform for the property operations sector. The product uses AI to manage communications, maintenance workflows, compliance tasks and scheduling, significantly reducing manual administrative work for property teams. The company is live with pilot customers, experiencing strong demand and preparing for large‐scale commercial expansion over the next 12–18 months.

The Role

The company is hiring a Lead Customer Success Manager to own relationships from onboarding through long‐term adoption. This person will manage onboarding, technical configuration, customer training, performance reviews, retention and expansion. A key focus is converting pilot users into paying customers and ensuring high utilisation across accounts.

This is a technical Customer Success role, involving product configuration, data validation, issue diagnosis and close collaboration with Product, Engineering, Sales and AI teams.

Key Responsibilities

• Lead full onboarding process from sales handover to go‐live
• Coordinate technical setup (data imports, communication channels, system configuration)
• Train client teams on dashboards, workflows and escalation controls
• Monitor client performance metrics and run regular reviews
• Maintain client knowledge bases and address under‐utilisation
• Convert pilot clients into paid contracts and manage retention
• Identify expansion opportunities and report on adoption metrics
• Translate customer feedback into structured product requirements
• Troubleshoot configuration, data and usage issues before escalating

Must have:

• 3+ years in B2B SaaS Customer Success, Technical Account Management or Solutions Engineering
• Experience managing enterprise or high‐value accounts
• Strong ability to drive adoption, convert pilots and retain customers
• Technical understanding of APIs, integrations, data flows and configuration
• Strong diagnostic and problem‐solving skills
• Excellent communication skills with both technical and non‐technical stakeholders
• Comfortable in a fast‐moving, early‐stage environment

Preferred:

• Experience with communication platforms (WhatsApp API, Twilio, email systems)
• Background in integrations with CRMs, ERPs or property management systems
• Exposure to AI‐powered products
• Familiarity with tools such as Linear, HubSpot, Notion or Slack

Nice to have:

• Experience in property management, PropTech or real estate operations
• Basic SQL or data‐querying skills
• Experience creating onboarding documentation or help centres

Why Join

• Work at an early‐stage, high‐growth AI company
• Direct involvement with founders and core product decisions
• Meaningful ownership and equity potential
• Opportunity to shape Customer Success from the ground up
• Help define how AI transforms a major industry