Full job descriptionCustomer Success Manager
Salary: £50,000 - £60,000 + meaningful early-stage equity
Location: London (4 days per week office-based)
Employment: Full Time, Permanent
This is an opportunity to join a high-growth 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 ambitious Customer Success talent to help turn early traction into long-term customer growth.
The Role
As 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 work closely with customers, Product, Engineering and the AI team, ensuring feedback directly shapes the platform as it scales. This is a hands-on technical CS role, with real responsibility for building the processes and automations that enable the customer function to grow.
Customer Success Manager Responsibilities:
*Own end-to-end onboarding from sales handover to go-live, including kick-off calls, timelines, training and quality checks.
*Manage client relationships through regular check-ins, performance reviews and proactive problem-solving.
*Convert pilot customers into paying clients, drive product adoption and identify opportunities to grow accounts.
*Monitor customer health, including resolution rates, escalations, response times, satisfaction and product usage.
*Build and improve AI-powered workflows for onboarding, health monitoring, escalation triage, reporting and feedback routing.
*Coordinate technical setup including data imports, user accounts and communication channels.
*Translate customer feedback into clear product tickets and work with Product and Engineering on priorities.
*Troubleshoot operational and technical issues, escalating confirmed bugs with clear reproduction steps.
Customer Success Manager Benefits
*Real ownership in a high-growth AI startup.
*Work directly with founders and a small, high-calibre team.
*Competitive salary and meaningful early-stage equity.
*Four-stage process, moving quickly for the right person.
Customer Success Manager Requirements:
This role would suit someone who is:
*Has around 3-4 years in Customer Success, Technical Account Management, Solutions Engineering, Implementation or a comparable B2B SaaS role.
*Can demonstrate strong adoption, retention, pilot-to-paid conversion or account-growth experience.
*Has used AI tools and automation to solve customer or operational problems.
*Is comfortable with APIs, integrations, data imports and exports, webhooks and product dashboards.
*Can diagnose whether a problem is configuration, data quality, user error or a product bug.
*Has the ambition, pace and ownership mentality needed in an early-stage startup.
*Is happy working four days per week from the London office.
*Has a First from a Russell Group university, or at minimum a 2:1 from Oxford, Cambridge, Imperial, Warwick, UCL or a comparable leading university.
Desirable:
*Experience with Twilio, WhatsApp Business API, email infrastructure or CS operations tooling.
*Experience with CRM, ERP, property-management or other third-party system integrations.
*PropTech, property, lettings or another operationally complex B2B SaaS background.
*Basic SQL or product analytics experience.
To Be Considered:
Please either apply by clicking online or emailing me directly at