Customer Success Manager

Role: Customer Success Manager Location: London | Full-timeSalary: up to £70k base + equityI'm partnered with a well-funded, early-stage startup building AI software for the property management industry. Their platform automates a large share of the day-to-day operational admin that slows down property teams - communications, compliance workflows, maintenance coordination and scheduling, so property businesses can run with the efficiency of a modern digital platform.The RoleI'm looking for a Customer Success Manager to own relationships with property management clients once they start using the platform. A core part of the role is converting clients into paying customers, driving expansion, and keeping churn low as the business scales. This is an AI-first CS role - you'll build and deploy automated workflows that let a small team manage a growing client base without scaling headcount linearly. You'll also act as the voice of the customer internally, shaping product development directly from client feedback.This is a technical CS role: you should be comfortable in product dashboards, understand how data flows between systems, and be able to diagnose operational or technical issues before escalating to engineering. You'll work closely with Sales, Engineering, Product and the AI team to keep the client experience seamless and help the product improve from real-world usage.What You'll Be DoingOwning end-to-end client onboarding, from sales handoff to go-live - kickoff calls, timelines, technical setup coordination (data imports, communication channel provisioning, user accounts), data quality validation, and client trainingDesigning and deploying AI-powered workflows for health monitoring, escalation triage, onboarding tracking, performance reporting and feedback routingBuilding the tooling and processes that let a small CS team scale with the client base rather than headcountDeciding what stays human (relationship calls, strategic advice, complex escalations) versus what gets automatedManaging ongoing client relationships through regular check-ins and performance reviews, and monitoring client health metrics (resolution rate, escalation volume, response times, satisfaction)Proactively spotting issues - data quality gaps, rising escalations, underused features - and maintaining each client's knowledge baseOwning pilot-to-paid conversion, retention, and identifying account expansion opportunitiesTranslating customer feedback into structured product tickets and working with Product/Engineering so client insight shapes the roadmapDiagnosing whether issues are configuration, data quality, user error or product bugs, resolving what you can, and escalating confirmed bugs with clear repro stepsThe Ideal Candidate Will Have3+ years in a client-facing B2B SaaS role - Customer Success, Technical Account Management, Solutions Engineering or similarA demonstrated ability to build with AI tools, not just use them - designing and deploying workflows or automations that solve real operational problemsExperience managing enterprise or high-value client relationships and driving product adoptionA track record of converting customers from pilot to paid and maintaining strong retentionComfort with technical concepts - APIs, integrations, data imports/exports, webhooksStrong diagnostic skills and a methodical approach to root-causing issuesExcellent written and verbal communication, able to translate technical topics for non-technical clientsComfort working in a fast-moving early-stage startup environmentAlso GreatFamiliarity with communications platforms (e.g. Twilio, WhatsApp Business API, email infrastructure)Experience building CS operations tooling - automated health monitoring, escalation workflows, onboarding trackers, performance dashboardsExperience supporting integrations with third-party systems such as CRMs, ERPs or industry-specific platformsExposure to AI-powered products, including setting realistic client expectationsFamiliarity with tools like Linear, Notion, Slack, HubSpot, or observability platformsProperty, lettings, real estate or PropTech experience; basic SQL; experience building onboarding processes from scratch in a startupWhy JoinJoin an early-stage company building AI infrastructure for a massive global industryBe at the forefront of AI-powered CS - build the CS function of the future, not manage the one of the pastWork closely with founders and the core team to shape how the business scalesPlay a key role in bringing AI automation into real-world property operationsCompetitive salary and meaningful early-stage equityI'm looking for Customer Success Specialists, Managers and Leads so there is a wide range of roles open for different seniorities.If this Customer Success Manager role seems of interest, please apply!