Market Recruitment
Senior Customer Success Manager
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Senior Customer Success Manager
Senior Customer Success Manager – AI-First Business Growth
Location: Hybrid – Central London (4 days in-office, 1 day remote) Salary: Base of £60,000–£70,000 + equity
Why this role?
- Build the future of customer success: Kickstart an AI-first approach to automating workflows—no more legacy processes, just scalable, high-impact solutions.
- Direct commercial impact: Drive pilot accounts into long-term, high-value partnerships, shaping revenue growth through customer retention and expansion.
- High visibility & strategic influence: Work closely with founders and engineering teams, acting as the core customer voice to shape the product roadmap.
- Early-stage ownership: Be an early key hire in a high-growth SaaS startup disrupting a sluggish, antiquated property operations market—join the ground floor of a market-runner.
About the company
Our client is a fast-growing B2B SaaS platform revolutionising complex real-world service operations. Their software automates time-consuming workflows—scheduling, communications, and tedious tasks—empowering operational teams to achieve digital-age efficiency.
Backed by leading investors and experienced founders, the company is already live with pilot customers and scaling rapidly. Now, they need a Senior Customer Success Manager to: ✔ Own client relationships across the customer lifecycle. ✔ Build customer success operations from the ground up. ✔ Help shape the future of the platform through data-driven insights.
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The role
As the Senior Customer Success Manager, you’ll take full ownership of a customer’s journey—from their first steps in the platform to full commercial adoption, high retention, and growth opportunities.
This isn’t just relationship management—it’s technical, automation-centric, and futuristic. Expect to:
- Avoid developer slowdowns in workmanlike effort
- Hire limited support team in growing customer portfolio
- Automate & build customer trades functional operations
Key responsibilities include:
⚡ End-to-end customer onboarding:
- Manage transition from sales handoff to go-live.
- Coordinate technical setup, data migrations, and user training.
⚡ AI and automation operations:
- Design automated workflows for:
- Customer health monitoring
- Triage and escalation protocols
- Performance reporting
⚡ Ongoing customer management:
- Conduct bi-weekly check-ins and reviews, interpreting platform health data.
- Proactively identify underutilised features and retention risks.
⚡ Revenue & growth driver:
- Convert pilot accounts into recurring revenue contracts.
- Seeds account expansion opportunities.
⚡ Product-engagement interface:
- Translate customer feedback into structured, actionable tickets for product & engineering teams.
- Help prioritise feature rollouts based on customer needs.
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⚡ Technical troubleshooter:
- Diagnose data quality issues, configuration errors, and platform bugs.
- Escalate issues to engineering with root cause analyses.
What we’re looking for
Experience
- 3+ years in a client-facing B2B SaaS role (Customer Success, Account Management, or equivalent).
- Experience in a fast-paced, startup environment—you’ve built processes from scratch.
- Proven track record of converting pilot-to-paid and driving high retention rates.
- Degree from a leading university.
Technical mindset & skills
- Automation-first philosophy—case studies of using AI/automation tools to solve operational pain points.
- Technical comfort with APIs, integrations, data structures, and webhooks.
- Ability to diagnose complex issues methodically—from business context to technical fix.
- Can translate technical details into clear, reassuring communication for non-technical stakeholders.
A plus if you’ve worked with:
- Communications platforms (Twilio, WhatsApp Business API).
- Common startup tools (HubSpot, Notion, Slack).
- Basic SQL or data querying—self-serve insights from datasets.
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