Maxwell Bond
Founding Customer Success Manager
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Founding Customer Success Manager – AI SaaS
London (Tower Bridge) | 5 days onsite | Competitive base + Commissions
We’re partnering with one of the most exciting early-stage AI companies in the market, building a completely new category around AI search visibility.
With strong backing from leading investors and rapid growth already underway, the business is on an ambitious trajectory and has the opportunity to become a category-defining company.
They’re now looking for a Founding Customer Success Manager to join at a pivotal stage of the journey.
You’ll be one of the first people responsible for building the customer function, creating the processes and playbooks that will underpin future growth, and working directly with customers to drive retention, expansion, and long-term value.
You’ll have significant ownership and autonomy, with the opportunity to shape how Customer Success operates as the company scales.
The Role
You’ll own the customer journey from onboarding through to renewal and expansion, working with a portfolio of mid-market and enterprise customers and becoming a trusted strategic partner to senior stakeholders.
You’ll combine strong relationship management with a genuine commercial mindset, identifying opportunities to increase customer value, drive expansion, and protect recurring revenue.
Alongside managing customers, you’ll help build the CS function from the ground up - developing playbooks, processes, and systems that can scale with the business.
What you’ll be doing
- Own the end-to-end customer lifecycle, from onboarding and implementation through to renewal and expansion.
- Build strong, long-term relationships with mid-market and enterprise customers, becoming a trusted advisor to key stakeholders.
- Drive retention, renewals, upsell, and cross-sell, with clear ownership of commercial outcomes.
- Lead QBRs, strategic reviews, and regular customer conversations, demonstrating the value and impact of the platform.
- Develop a deep understanding of customers’ objectives across SEO, content, digital marketing, and wider marketing strategy.
- Identify opportunities to improve customer outcomes, increase product adoption, and expand accounts.
- Act as the voice of the customer, feeding insight into Product, GTM, and the wider business.
- Build and refine Customer Success processes, playbooks, and systems from scratch.
- Work closely with Sales, Product, and Marketing to create a joined-up customer experience.
- Help define what excellent Customer Success looks like as the company grows.
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What they’re looking for
We’re looking for someone intelligent, ambitious, commercially minded, and highly proactive who enjoys operating in an environment where things move quickly and not everything has been figured out yet.
You’ll ideally have:
- Strong experience in Customer Success or Account Management.
- A proven track record of retaining and growing customer accounts.
- Experience managing mid-market and/or enterprise clients and working with senior stakeholders.
- A strong commercial mindset, with experience around renewals, retention, upselling, and account expansion.
- A good understanding of SEO, content, digital marketing, or wider marketing strategy.
- Excellent communication skills and the ability to build credibility quickly with customers.
- A proactive approach, someone who spots opportunities and potential issues before they become problems.
- The ability to operate with significant autonomy and take ownership in a fast-moving environment.
- A genuine builder mentality, with the appetite to create processes and playbooks rather than simply follow established ones.
- A willingness to work 5 days a week from the London office (Tower Bridge).
Get help with your application
Your very own career expert that helps elevate your application to the next level.
You don’t necessarily need to come from a traditional SaaS Customer Success background.
They’re particularly interested in candidates from:
- Digital, SEO, or marketing agencies
- Account Manager / Account Director roles
- Customer Success roles within SaaS, MarTech, or AI
- Data-driven or technology-led businesses
- Fast-growing startups or scale-ups
Why join?
This is a chance to join early and have influence.
You won’t be inheriting a fully built Customer Success function, you’ll be helping create it. Your ideas, processes, and approach will directly influence how the team scales, while giving you exposure to an innovative AI product and some of the most forward-thinking customers in the market.
If you’re commercially driven, intellectually curious, and excited by the opportunity to build something from the ground up, I'd love to hear from you.
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