Location: Hybrid – Central London 4 days, remote 1 day

Salary: £60,000 – £70,000 base + equity

Why this role?

• Build the future of customer success: This is an AI-first customer success role where you will design and deploy automated workflows, rather than managing processes of the past.
• Direct commercial impact: You will lead the transition of pilot accounts into long-term commercial partners, directly influencing the business’s growth.
• High visibility: Work closely with the founders and engineering teams, serving as the core voice of the customer to shape the product roadmap.
• Join at the ground floor: Be an early key hire in a well-funded startup tackling a massive, antiquated market.

About the company

Our client is a fast-growing B2B SaaS startup building the operating platform for complex, real-world service operations. Their software uses intelligent automation to handle time-consuming workflow tasks, scheduling, and communication, allowing operational teams to run with the efficiency of modern digital businesses.

With strong backing from experienced founders, industry advisors, and leading investors, the company is already live with pilot customers and scaling quickly. They are now looking for a senior customer success manager to own client relationships, build out their customer success operations, and help shape the future of the platform.

The role

As the senior customer success manager, you will take ownership of client relationships from the moment they begin using the platform. You will be responsible for guiding customers from their initial pilot phase through to full commercial adoption, ensuring high retention and identifying opportunities for growth.

This is a highly technical and modern customer success role. You will not just be managing relationships; you will also be building and deploying automated workflows that allow a lean team to support a rapidly expanding customer base.

Key responsibilities

• Client onboarding: Own the end-to-end onboarding process from sales handoff to go-live, coordinating technical setups, importing data, and training client teams.
• Automation and AI operations: Build the operational foundation of the customer success function by designing automated workflows for health monitoring, triage, and reporting.
• Ongoing client management: Conduct regular check-ins and performance reviews, interpreting platform health metrics to proactively identify risks or underutilised features.
• Revenue and retention: Secure the conversion of pilot clients into paying customers and drive account expansion.
• Product interface: Translate customer feedback into structured, actionable tickets for the product and engineering teams, helping define future feature rollouts.
• Technical troubleshooting: Diagnose data quality issues, configuration errors, and platform bugs before escalating them to the engineering team.

What we are looking for

Experience

• Proven track record: At least 3 years of experience in a client-facing B2B SaaS role, such as Customer Success or Account Management.
• Startup familiarity: Experience working in a fast-paced, early-stage environment where processes are built from scratch.
• Commercial success: A history of successfully converting pilot accounts to paid contracts and maintaining strong customer retention.
• Education: Degree from a leading University

Technical skill and mindset

• Automation-first approach: Experience using and building with modern automation or AI tools to solve real operational problems.
• Technical comfort: Comfortable working with APIs, integrations, data structures, and webhooks.
• Problem-solving skills: Excellent diagnostic capabilities to methodically trace and resolve technical or operational issues.
• Strong communication: The ability to translate complex technical concepts into simple, reassuring advice for non-technical stakeholders.

Bonus points for

• Familiarity with communications platforms (like Twilio or WhatsApp Business API) or common startup tools (such as HubSpot, Notion, and Slack).
• Basic SQL or data querying skills.