Customer Success | SaaS | Series | AI | Computer Vision | Madrid | SMB

Customer Success Representative — London (On‑site)

Location: London (on‑site)

Employment Type: Full-time

Seniority Level: Associate

A fast‑scaling international AI company is seeking a Customer Success Representative to support a large portfolio of high‑volume SaaS customers. The organisation builds widely adopted computer vision technology used by developers, researchers, and businesses worldwide. Following a recent Series A round, the team is accelerating global expansion and strengthening its customer‑facing functions.

In this role, you will be responsible for the day‑to‑day success, retention, and engagement of 200+ active customers. You will operate within established Customer Success frameworks and work closely with the wider CS and Sales organisation.

This is an on‑site role based in London, working in a collaborative, high‑performance environment alongside a global team.

• Manage a portfolio of 200+ customers, driving adoption, satisfaction, and strong renewal outcomes
• Execute structured customer touchpoints through email, calls, and in‑app communication
• Monitor customer health, usage patterns, and churn risks, acting swiftly when issues arise
• Direct customers to relevant documentation, tutorials, and support channels to encourage self‑sufficiency
• Capture insights and recurring feedback to improve customer workflows and product experience
• Maintain accurate customer data, activity logs, and timelines in CRM tools (Hub Spot)
• Manage CS workflows, tasks, and automations to keep operations running smoothly
• Triage and prioritise support issues in alignment with Support and Enterprise CS teams
• Standardise recurring processes such as renewal preparation, usage reporting, and Q  inputs
• Use dashboards and metrics to track portfolio performance, proactively flagging anomalies
• Partner with Account Executives on larger or strategic accounts to ensure aligned engagement
• Liaise with Product and Engineering teams on customer questions, insights, and feature feedback
• Guide customers to appropriate channels, such as community forums or issue trackers, to unblock progress
• Contribute to internal knowledge bases and FAQs
• Represent the customer voice internally, advocating for usability, reliability, and better workflows

• 3–4 years of experience in Customer Success, Account Management, or similar customer‑facing SaaS roles
• Demonstrated ability to manage a book of business of 100+ customers
• Proficiency with CRM tools, ideally Hub Spot, and structured task management workflows
• Strong communication skills, capable of explaining technical topics clearly to non‑technical users
• High degree of ownership, responsiveness, and organisational discipline in a fast‑moving environment
• Analytical mindset, comfortable working with health scores, dashboards, and usage metrics
• Interest in AI, developer tools, and modern technical products

• Experience working with APIs, developer platforms, or ML/AI technologies
• Familiarity with support tools such as Zendesk, Intercom, or Jira
• Experience supporting B2B or Enterprise clients with structured CS processes and Q  cycles
• Exposure to computer vision, data science, or open‑source communities
• Ability to work with spreadsheets or basic analytics for churn or portfolio insights
• Multilingual skills or experience supporting customers across multiple regions

• Competitive salary aligned with experience
• Equity package
• Strong on‑site culture in a modern office environment
• Flexible working hours
• 24 days holiday plus birthday leave and local public holidays
• Dedicated personal development budget
• Opportunity to contribute to cutting‑edge AI technology used worldwide

• This role is based on‑site in London
• Applicants must have the legal right to work in the UK
• The team operates with high in‑person collaboration to support rapid learning, execution, and innovation

This is an opportunity to join a rapidly scaling organisation at the forefront of AI innovation. You will play a critical role in supporting customers who are driving real‑world impact with advanced computer vision technology. If you thrive in a dynamic environment and enjoy combining communication, problem solving, and operational rigour, this role offers meaningful responsibility and growth.