Clera
Technical Customer Success Manager
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About the Role
This is a hands-on Technical Customer Success Manager position at a fast-growing, seed-stage AI communication platform serving UK small and medium-sized businesses. You'll be the primary point of contact for a portfolio of SMB customers, owning their success end to end, from onboarding through retention and expansion. The role sits at the intersection of technical implementation and relationship management, and your work directly drives customer value and revenue retention.
What You'll Do
- Own a portfolio of UK SMB customers across their full lifecycle, including onboarding, adoption, expansion, and retention.
- Build trusted customer relationships and surface new use cases for AI agents to keep customers engaged and growing.
- Support customers in setting up their AI assistant, implement workflows for medium-complexity cases, and coordinate with developers for advanced configurations.
- Run proactive check-ins and outreach based on usage signals, spotting low engagement, expansion opportunities, and setup friction early.
- Identify churn risks and act on them before they escalate.
- Manage your activity autonomously in HubSpot, working from established playbooks while also testing your own initiatives.
- Maximize ROI generated from each customer in your portfolio.
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What We're Looking For
- 2 to 5 years in Customer Success, Account Management, Forward Deployment Engineering, or a technical client-facing SaaS or B2B role.
- Strong technical aptitude, including comfort reading API documentation and error logs to troubleshoot customer setup issues independently.
- Hands-on experience with workflow automation and integration tools such as n8n, Make, Zapier, or similar platforms.
- Proven ability to manage customer portfolios end to end through the full lifecycle.
- Experience identifying churn signals from usage data and executing retention strategies.
- Proficiency with HubSpot or a comparable CRM for activity tracking and data-driven workflows.
- Native or C2-level English proficiency.
- Self-directed, results-driven mindset with a bias toward testing and iterating.
- Willingness to relocate to Vienna for an initial 1 to 2 month onboarding period.
- Familiarity with AI products or AI-powered SaaS platforms is a plus.
- Experience coordinating with engineering or developer teams on customer implementation requests is a plus.
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Compensation & Benefits
- Salary range: £60,000 to £80,000 per year.
- No visa sponsorship is available for this role.
Location
- On-site, based in Greater London, United Kingdom.
- Candidates should be prepared to spend an initial 1 to 2 months on-site in Vienna, Austria for onboarding.
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