PAIR
Customer Success Manager
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Location: London hybrid, with some customer travel Reports to: Head of Customer Success Type: Full-time Compensation: £59k-£80k depending on seniority, + stock options
Who We Are
PAIR is the leading AI adoption platform for enterprise. We help organisations build workforce capability, give leaders visibility into AI adoption, scale the workflows that create value, and prove the return on AI investment. Backed by a seed round from two of Europe's leading early-stage VCs, we're driving real AI adoption for some of the world’s leading companies.
We're a fast-scaling startup, currently 35 people strong and aiming to double our headcount within the next 6 months. As we scale across the UK and the US office, we're looking for people who want to help even more organisations become AI native in 2026 and beyond.
PAIR is set up to be the most impactful role of your career. This is a rare chance to work inside a business that's using AI to change how work happens, not just for our customers, but for ourselves. You'll build and experiment in a genuinely AI-first company, where new tools and workflows aren't a side project but how we operate day to day. We use a hybrid work approach with 2 days in office per week, and every 6 weeks we have an anchor week where we all come together for 4 days in our London office.
What you will do
Own a book of strategic customers. You will manage customer health, success plans, adoption progress, risks, renewals, and growth opportunities across a focused set of high-value accounts.
You will help customers move from launch to long-term adoption, maximising PAIR’s impact on their business and embedding it into day-to-day workflows. You’ll do this by:
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- Launching customers well. You will run sales-to-CS handovers, kickoff meetings, setup coordination, onboarding sessions, early usage reviews, and first-month adoption plans to ensure our customers have a strong start with PAIR.
- Building trusted relationships. You will work with day-to-day customer owners, senior sponsors, economic buyers, admins, champions, and power users as a trusted advisor and partner.
- Driving ongoing adoption and value. You will monitor product usage, user progress, customer feedback, and qualitative signals. You will spot risks early, recommend and take the appropriate next steps, and help customers understand the value unlocked by PAIR across their organisations.
- Owning renewal readiness and setting up for expansion. You will proactively plan for a customer’s renewal. You will be accountable for renewal success and net revenue retention (NRR) - making sure the customer has the adoption metrics, ROI, and relationships to secure renewals repeatedly.
Beyond these core, customer management objectives, you will:
- Be the voice of the customer. You will bring structured feedback to Product, Engineering, Learning, and leadership so we can improve the platform, the playbook, and the customer experience.
- Help build the function. You will contribute to our customer success playbook, health scoring, business review process, customer reporting, and repeatable engagement models.
You may be a good fit if you are
- 3-5+ years into your career in customer success, account management, consulting, solutions, or another customer-facing B2B technology role, ideally with enterprise or strategic customers.
- Commercially minded, with experience owning or contributing to targets such as NRR, GRR, renewal, expansion, retention, adoption, or account health.
- A strong communicator who can present clearly, write well, and explain technical or strategic ideas in plain language.
- Comfortable with senior stakeholders and complex organisations. You have a track record of building trust with executives while still managing the operational detail that makes adoption work.
- Proactive, structured, and analytically-minded. You leverage quantitative and qualitative data to identify risks and opportunities early, form an opinion on account health, and select the best action for the situation.
- Strongly interested in AI and how it is changing work. You should be curious, hands-on, and able to form a point of view.
- Organised and meticulous, with the ability to manage multiple customers, deadlines, risks, and internal stakeholders without losing the thread.
- Excited by early-stage company building. You should want to help design the system, not just operate inside one.
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How to apply
Please complete the application form here: https://forms.office.com/e/CVzs7zArmx
In the form you will provide a link to your CV, tell us why you want to work at PAIR, and tell us about a favourite customer or account you owned as a CSM, account manager, consultant, or similar customer-facing owner, and how you worked with them.
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