Customer Success Manager

B2B SaaS | AI / Prop Tech | London | 4 days per week in office | £40–70k + equity

We are hiring a Customer Success Lead / Customer Success Manager / Customer Success Specialist for an early-stage B2B SaaS business building an AI-powered platform for the property industry.

The platform uses AI to automate operational workloads across property management, including customer communications, compliance workflows, maintenance coordination and scheduling.

The business is now expanding its Customer Success function as it moves from pilot customers into a growing commercial client base.

There are three separate positions available, with responsibility and salary aligned to level:

• Customer Success Lead – £60–70k + equity
• Customer Success Manager – £50–60k + equity
• Customer Success Specialist – £40–50k + equity

The roles are based in London and require four days per week in the office.

These opportunities are best suited to candidates looking to take the next step in their Customer Success careers and take on meaningful ownership within a fast-growing startup.

For the Customer Success Lead position, the ideal candidate will typically have around 3–4 years of relevant experience, including strong hands-on exposure to Customer Success within an early-stage B2B SaaS environment.

This is a hands-on Lead position and an opportunity to take a significant step up in responsibility, rather than an established Head of Customer Success or senior people-management role.

For the Manager and Specialist positions, we are open to candidates with less experience, including people coming from adjacent client-facing backgrounds such as Sales, GTM, Account Management, Implementation or other relevant commercial roles.

Across all three positions, we are particularly interested in people with strong academic backgrounds, excellent communication skills, technical aptitude and genuine hands-on experience using AI to improve how they work.

This is not a traditional relationship-management-only Customer Success role. The strongest candidates will be interested in how software works, comfortable diagnosing technical and operational problems, and excited by the opportunity to use AI and automation to build a highly scalable Customer Success function.

The Customer Success Lead / Customer Success Manager / Customer Success Specialist will:

• Own customer relationships following the sales handover and ensure customers realise clear value from the platform.
• Support customers through onboarding, implementation and go-live.
• Run kickoff calls, establish onboarding plans and set clear expectations.
• Coordinate technical implementation with Engineering, including data imports, communications setup and user configuration.
• Train customer teams on the platform and drive successful product adoption.
• Manage ongoing customer relationships through regular check-ins and performance reviews.
• Monitor customer health, product usage and performance to identify potential issues early.
• Diagnose whether issues stem from configuration, data quality, user behaviour or genuine product bugs.
• Resolve operational and technical issues directly where possible and escalate confirmed bugs clearly to Engineering.
• Work closely with Product and Engineering to ensure customer feedback informs product development.
• Translate customer feedback into structured and actionable product requirements.
• Support customers as new products, modules and AI capabilities are launched.
• Help convert pilot customers into paying customers.
• Drive strong retention and minimise churn.
• Identify opportunities for increased product adoption, expansion and additional revenue.
• Track Customer Success performance across adoption, retention, customer value and commercial outcomes.
• Help develop the processes, tooling and operating model required to scale the Customer Success function.
• Use AI and automation to improve onboarding, customer health monitoring, escalation management, reporting and feedback workflows.

A key part of the role will be building an AI-first approach to Customer Success. The business wants people who can do more than simply use AI for basic productivity.

Candidates should be interested in designing and…