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Customer Success Executive
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About The Company
Lily is an innovative AI-driven recruitment platform dedicated to transforming the way organizations hire. As a forward-thinking startup, Lily leverages cutting-edge artificial intelligence technology to streamline recruitment processes, enhance candidate matching, and improve overall hiring efficiency. Our mission is to empower organizations, especially those serving vulnerable populations, to find the right talent quickly and effectively. We foster a collaborative and dynamic work environment where creativity, initiative, and continuous learning are highly valued. Our team is passionate about leveraging technology to make a meaningful impact in the recruitment industry and beyond.
About The Role
This is a hybrid customer success and operations role, sitting at the centre of customer onboarding, account health, platform configuration, and day-to-day delivery. You will work directly under our co-founder and Head of Customer Success, supporting a growing portfolio of organizations through onboarding, activation, and ongoing account management. Your primary focus will be ensuring that customer accounts are set up correctly, integrations are functioning seamlessly, and customer needs are proactively addressed. The role requires a proactive approach—spotting potential issues early and resolving them independently—while also fostering strong relationships with clients.
As part of a small, agile team, your work will directly influence customer satisfaction and retention. The role offers a unique opportunity to be at the forefront of AI-driven recruitment technology, helping organizations adopt innovative solutions and change their hiring practices. We are committed to building a customer success function that is adaptable, impactful, and aligned with our company's mission to revolutionize recruitment through AI.
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Qualifications
While previous experience in customer success or operations is beneficial, it is not a strict requirement. We value how you work and your mindset above all. The ideal candidate is someone who takes ownership of their responsibilities, demonstrates reliability, and communicates clearly and warmly across various channels. You should be quick to learn new platforms, processes, and customer needs, adapting readily to change. A genuine interest in AI and its applications in recruitment is highly desirable, as is a passion for making a positive impact in organizations that serve vulnerable communities. Strong problem-solving skills, a proactive attitude, and a customer-centric mindset are essential for success in this role.
Responsibilities
- Set up and configure customer accounts on the Lily platform, including jobs, locations, users, automations, and integrations.
- Guide organizations through transforming their hiring processes, often introducing AI tools for the first time.
- Monitor account health, track progress, identify stalls or issues early, and take proactive steps to resolve them before escalation.
- Manage customer communications, follow-ups, and support to ensure a seamless onboarding and ongoing experience.
- Support candidates directly when urgent issues arise, ensuring swift resolution.
- Participate in success calls, driving actionable insights and ensuring customer goals are met.
- Collaborate closely with sales and product teams to facilitate customer progress and gather feedback for continuous improvement.
- Contribute to the development of playbooks, processes, and standards that define and enhance the customer success function at Lily.
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Benefits
Joining Lily offers a unique opportunity to be part of a fast-moving AI startup that is making a tangible difference in recruitment. You will have direct access to the founders and influence over the development of the customer success team. The role provides ample growth potential as the company expands, with your responsibilities evolving alongside our success. We offer a competitive salary in the region of £28,000 to £32,000, depending on experience, and promote a remote-first working environment that supports flexibility and work-life balance. Occasional travel to customer sites and team meetups will be required, providing opportunities for face-to-face collaboration and relationship building. Additionally, you will be contributing to a product that fundamentally changes how frontline organizations hire, making a real difference in society.
Equal Opportunity
Lily is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, religion, gender, age, sexual orientation, disability, or any other protected characteristic. We believe that a diverse team fosters innovation, creativity, and better problem-solving, and we are dedicated to providing equal opportunities for all applicants and team members.
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