Customer Success Specialist

CUSTOMER SUCCESS – SPECIALIST / MANAGER / LEADCustomer Success Specialist – £40,000 – £50,000Customer Success Manager – £50,000 – £60,000Lead Customer Success Manager – £60,000 – £70,000London-based role, 4 days per week in the officeJoin an early-stage AI technology business and help build its Customer Success functionOwn onboarding, adoption and customer outcomes across UK lettings and estate agenciesApply online or contact Chelsea Hackett via chelsea.hackett@searchability.comABOUT THE CLIENTDue to continued growth, we’re recruiting across multiple levels within Customer Success for an ambitious AI technology business operating within the property sector. The business is developing innovative AI technology designed to automate operational workloads for lettings and estate agencies and is already working with pilot customers as it continues to scale.We’re open to hiring at Specialist, Manager or Lead level, depending on your experience. At every level, however, we’re looking for somebody who wants to be genuinely hands-on with customers and technology rather than simply managing relationships.You’ll join at an exciting stage where Customer Success is still being built. You’ll work closely with customers, Product, Engineering and the wider commercial team to turn new customers into successful long-term users, while helping establish the onboarding processes, systems and automation that will support the next stage of growth.THE BENEFITSSalary of £40,000 – £70,000 depending on experience and levelGenerous equity opportunitiesPrivate health insuranceLondon office with 4 days per week onsiteOpportunity to work directly with an innovative AI productDirect exposure to founders, Product and EngineeringOpportunity to shape onboarding and Customer Success processes from an early stageHigh level of ownership over customer outcomesOpportunity to build AI and automation into Customer Success workflowsClear progression as the Customer Success function growsDirect exposure to customer feedback and the product roadmapOpportunity for senior hires to help shape and build the future Customer Success teamFree dinner when working in the office after 7:30pmTHE CUSTOMER SUCCESS ROLE:As part of the Customer Success team, you’ll take ownership of customers from the point they enter onboarding, helping them successfully configure, launch and adopt the technology within their agency.This is a hands-on and technically minded Customer Success position. You’ll work directly with customer data, configuration, integrations, imports and exports, knowledge bases and AI-powered workflows, helping diagnose and resolve issues before escalating to Engineering where necessary.You’ll own onboarding plans, success criteria and go-live milestones, ensuring customers reach value quickly and develop strong product adoption.You’ll also monitor customer health, identify potential adoption or retention risks and proactively intervene where required. As customers become successful, you’ll identify opportunities for deeper adoption, expansion and long-term commercial value.A key part of the position will involve working with pilot and early-stage customers, understanding what drives successful conversion and helping turn pilots into long-term paying relationships.You’ll also work closely with Product and Engineering, translating customer feedback into clear product insights while helping build scalable processes around onboarding, support, customer health and retention.AI and automation are central to both the product and the way the company operates. You’ll be encouraged to build and experiment with AI-assisted Customer Success workflows, whether that's improving onboarding, analysing customer feedback, automating repetitive tasks or identifying risks earlier.WHICH LEVEL COULD YOU JOIN AT?Customer Success Specialist – £40,000 – £50,000You may be earlier in your Customer Success career but will already have experience supporting B2B SaaS customers through onboarding, implementation, support or product adoption.We’re particularly interested in people who are technically curious, comfortable investigating customer problems themselves and excited by AI, automation and early-stage technology.Customer Success Manager – £50,000 – £60,000You’ll have stronger ownership of the complete customer journey, with experience independently managing onboarding, adoption, retention and customer outcomes across a portfolio of B2B SaaS customers. You should be comfortable running onboarding projects, diagnosing product or integration issues, monitoring customer health and working cross-functionally with Product, Engineering and Sales.Lead Customer Success Manager – £60,000 – £70,000You’ll bring significant Customer Success experience and help establish how the function operates as the company scales. Alongside personally owning important customers, you’ll help define onboarding methodology, customer health frameworks, retention processes, automation and the wider Customer Success playbook.We’re looking for someone who can build the function while still doing the work. This isn't a people-management-only position. You should be equally comfortable discussing Customer Success strategy and getting hands-on with a customer implementation that's gone wrong.CUSTOMER SUCCESS ESSENTIAL SKILLSExperience within Customer Success, SaaS Implementation, Technical Account Management, Solutions Consulting or a similar customer-facing technology roleB2B SaaS experience with ownership of customer onboarding, adoption or retentionStrong technical curiosity and willingness to investigate customer problems independentlyComfortable working with customer data, imports, exports, configuration and software integrationsUnderstanding of APIs, webhooks and integrations would be highly advantageousExperience building or managing structured customer onboarding and implementation plansAbility to define customer goals, success criteria and go-live milestonesStrong understanding of product adoption, customer health, retention and churn riskExperience converting pilots, trials or early-stage customers into successful long-term relationships would be advantageousAbility to identify expansion opportunities based on customer usage and outcomesStrong cross-functional communication with Product, Engineering, Sales and commercial teamsHands-on interest in AI, including experience with LLMs, AI agents, automation or prompt-based workflowsExperience using AI or automation to improve Customer Success processes would be particularly beneficialComfortable working within an early-stage business where processes are still being developedStrong problem-solving, communication and relationship-building skillsFor Lead-level candidates, evidence of building Customer Success processes, playbooks, systems or functions from an early stageTO BE CONSIDERED:Please either apply through this advert or email me directly via chelsea.hackett@searchability.com. When applying, we’ll consider your experience against the Specialist (£40k–£50k), Manager (£50k–£60k) and Lead (£60k–£70k) levels to determine the most appropriate position.By applying for this role, you give express consent for us to process and submit (subject to required skills) your application to our client in conjunction with this vacancy only.KEY SKILLSCustomer Success, Customer Success Specialist, Customer Success Manager, Lead Customer Success Manager, CSM, SaaS, B2B SaaS, Technical Customer Success, Implementation, SaaS Implementation, Customer Onboarding, Product Adoption, Customer Retention, Customer Health, Churn, Account Management, Technical Account Management, APIs, Webhooks, Integrations, Data Imports, Data Exports, Artificial Intelligence, AI, LLMs, AI Agents, Automation, PropTech, Property Technology, Estate Agency, Lettings, Property Management, Vertical SaaS, Customer Experience, Product Feedback.