Prism Digital
Customer Success Lead
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Lead Customer Success Manager | AI Workflows, Onboarding & Retention | Early-Stage AI Startup Automating Property Operations
Salary: from £60,000, depending on experience, plus equity
Location: Victoria, central London. Four days in the office, Wednesdays from home
About the Opportunity
Building the customer success function rather than inheriting one
I'm working with an early-stage AI startup in central London who are building out their customer success function, and they want someone to lead it.
Their product takes on the operational admin behind property management. A voice agent answers agency phones and handles everything from viewings to maintenance, connecting those conversations to the systems and actions needed to get the work done.
You'll own the client relationship once customers go live. Three things sit on top of that: converting pilot customers into paying ones, building the automation that lets a small team handle a growing book, and owning onboarding from sales handoff through to go-live. It's a technical customer success role rather than account management.
What They're Looking For
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Only hits
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- B2B SaaS: 3+ years client-facing, in customer success, technical account management or solutions
- Building with AI: automations or agents you've built yourself, not only used
- Pilot to paid: you've converted trial or pilot customers into paying ones
- APIs, integrations, webhooks, and data imports: comfortable in the detail
- Diagnostics: telling configuration, data quality, user error and genuine bugs apart
- Onboarding: owned end to end, from sales handoff through to go-live
- Four days a week on site in central London
What You'll Work With
- The AI assistant and the knowledge base that decides how it answers tenants
- Client health metrics: resolution rate, escalation volume, response times, satisfaction
- Communication channels: WhatsApp, email, and SMS
- Data imports from property management systems
- Linear, Notion, Slack, and HubSpot
Nice to Haves
- Property, lettings, real estate, or PropTech
- Twilio or the WhatsApp Business API
- CS operations tooling you've built: health monitoring, escalation workflows, onboarding trackers
- SQL: basic querying
- UK residential tenancy or property compliance
- Building an onboarding process from scratch at a startup
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Why Join
You'll shape the customer success function rather than inherit one, working closely with the founders and the product team, with what you learn from customers going straight into the roadmap.
The AI-first part is real. They want someone who'll build the health monitoring, escalation triage, and reporting themselves, so a small team can handle a growing client base without hiring linearly. If you enjoy working out what should be automated and what stays human, that's most of the job.
Worth being straight about the environment. The founders are in seven days a week and say plainly it won't suit anyone who wants a conventional nine to five. Priorities move quickly, and you'll be expected to take ownership from the start.
The Package
- Salary from £60,000, depending on experience
- Equity
- Victoria office, four days a week on site
- Wednesdays working from home
If this sounds like your kind of role, apply, and I'll give you a call.
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Jessica, London
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