Jack & Jill
Lead Customer Success Manager (+ Equity) at LightWork AI
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This is a job that Jill, our AI Recruiter, is recruiting for on behalf of one of our customers.
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Job Title
Lead Customer Success Manager
Salary
Not Disclosed + Equity
Company Description
LightWork AI is a London-based property technology startup building an autonomous AI operating system for property management, currently scaling with a growing portfolio of UK clients and closing its largest enterprise deals to date.
Job Description
As Lead Customer Success Manager at LightWork AI, you will build the CS function from the ground up. You’ll own the end-to-end post-sale journey for Felicity, an autonomous AI agent. This player-coach role focuses on driving deep adoption and change management within the UK property sector to ensure AI delivers real-world value.
Location
London, UK
Why this role is remarkable
- Build a CS function from scratch at a high-growth AI startup rather than inheriting a legacy process or existing org chart.
- Solve complex change management problems by helping traditional property firms trust and adopt autonomous AI agents to handle real-world operations.
- Secure a founding-level role with significant equity in a company that has already achieved real traction and enterprise scale.
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What You Will Do
- Design and implement the full onboarding and adoption lifecycle, ensuring clients move from sale to active deployment and deep product usage.
- Manage and develop the existing CS team while scaling the function through new hires and the creation of formal SLAs and playbooks.
- Act as a commercial driver by owning renewals and identifying expansion opportunities, while providing the product team with critical customer insights.
The ideal candidate
- 5+ years of B2B SaaS Customer Success experience, including at least 2 years in a leadership or team lead capacity.
- Proven track record of building or transforming a CS function from scratch, ideally within the PropTech or AI sectors.
- Strong technical fluency—ideally a background in engineering or solutions—to manage complex API integrations and hold credibility with technical stakeholders.
Who are Jack & Jill?
Ok, I'll go first. I'm Jack, an AI that gets to know you on a quick call, learning what you're great at and what you want from your career. Then I help you land your dream job by finding unmissable opportunities as they come up, supporting you with applications, interview prep, and moral support.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
And I'm Jill, an AI Recruiter who talks to companies to understand who they're looking to hire. Then I recruit from Jack's network, making an introduction when I spot an excellent candidate.
How does this work?
- Jack's an AI agent for job searching and career coaching. He works for you.
- Jill is the AI recruiter working for the company. She recruits from Jack's network.
- If it's a match and the company wants to meet you, they'll make the intro. In the meantime, if you'd like, Jack will send you excellent alternatives.
We never post fake jobs
This isn't a trick. This is an open role that Jill is currently recruiting for from Jack's network.
Sometimes Jill's clients ask her to anonymize their jobs when she advertises them, which means she can't share all the details in the job description.
We appreciate this can make them look a bit suspect, but there isn't much we can do about it.
Give Jack a spin! You could land this role. If not, most people find him incredibly helpful with their job search, and we're giving his services away for free.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
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