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Customer Success Manager
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Lead Customer Success Manager
Salary: £60,000 - £80,000 basic salary + meaningful early-stage equity
Location: London (4 days per week office-based)
Employment: Full Time, Permanent
This is an opportunity to join a fast-growing, venture-backed AI startup transforming how property businesses operate. Its AI platform automates the operational work that slows down property managers, lettings teams and build-to-rent operators, allowing customers to run more efficiently while delivering a better service to tenants.
Already live with pilot customers and building towards commercial scale, the business is looking for a commercially minded, technically capable Customer Success professional to help turn early traction into long-term customer growth.
The Role
As Lead Customer Success Manager, you will own the client journey from sales handover and onboarding through to adoption, pilot-to-paid conversion, retention and account growth. You will be the key link between customers, Product, Engineering and the AI team, ensuring customer feedback directly shapes the platform as it scales.
This is not a traditional relationship-management role. You will build AI-enabled workflows and practical CS processes that allow a small team to support an expanding client base without simply adding headcount. You will be comfortable in product dashboards, working with customer data and diagnosing whether an issue is configuration, data quality, user error or a genuine product bug.
Lead Customer Success Manager Responsibilities
- Own end-to-end customer onboarding from sales handover to go-live, including kick-off calls, timelines, training and quality checks.
- Coordinate technical setup including data imports, user accounts and communication channels such as email, SMS and WhatsApp.
- Manage senior client relationships through regular check-ins, performance reviews and proactive problem-solving.
- Convert pilot customers into paying clients, drive adoption and identify opportunities to grow accounts.
- Monitor and report on customer health, including resolution rates, escalations, response times, satisfaction and product usage.
- Build and improve AI-powered CS workflows for health monitoring, escalation triage, onboarding tracking, reporting and feedback routing.
- Maintain customer knowledge bases and ensure the platform is configured to deliver the right customer experience.
- Translate customer feedback into clear, actionable product tickets and work closely with Product and Engineering on priorities.
- Troubleshoot technical and operational issues, escalating confirmed bugs with clear context and reproduction steps.
- Help shape the foundations of a scalable Customer Success function in an ambitious early-stage business.
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Lead Customer Success Manager Benefits
- Key role in a high-growth AI startup with genuine influence on how the customer function is built.
- Work closely with founders and a small, high-calibre team.
- Competitive salary and meaningful early-stage equity.
- Exposure to a product solving real operational problems in a large, underserved market.
- Four-stage interview process with pace for the right person.
Lead Customer Success Manager Requirements
This role would suit someone who is:
- Experienced in a client-facing B2B SaaS role such as Customer Success, Technical Account Management, Solutions Engineering or a similar technical customer role.
- Commercially strong, with clear evidence of driving adoption, pilot-to-paid conversion, retention and expansion.
- Hands-on with AI tools and automations, with examples of designing or deploying workflows that solve operational problems.
- Technically confident around APIs, integrations, data imports and exports, webhooks and product dashboards.
- A structured problem-solver who can identify the root cause of a customer issue before involving Engineering.
- Comfortable communicating technical concepts clearly to non-technical stakeholders.
- Happy working four days per week from the London office and energized by the pace and ownership of a startup.
- Academically strong: a First from a Russell Group university, or at minimum a 2:1 from a leading university such as Oxford, Cambridge, Imperial, Warwick or UCL.
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Desirable:
- Experience with Twilio, WhatsApp Business API, email infrastructure or CS operations tooling.
- Experience supporting CRM, ERP, property management system or other third-party integrations.
- Experience in PropTech, property management, lettings or another operationally complex B2B SaaS environment.
- Basic SQL, data querying or experience working with product analytics.
- Experience in an early-stage startup where processes have been built from scratch.
To Be Considered
Please either apply by clicking online or emailing me directly at Charlie.doyle@hirecracker.com. For further information, call 01244 739 301 or 07736 920 086. By applying for this role, you give express consent for us to process and submit (subject to required skills) your application to our client in conjunction with this vacancy only.
Key Skills: Customer Success Manager, Technical Customer Success, Technical Account Manager, SaaS, AI, Automation, B2B SaaS, Onboarding, Customer Retention, Account Growth, Product Adoption, Integrations, API, Webhooks, PropTech, Hirecracker, HCOperations
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