Customer Success Engineer, London

Fifth Dimension AI; Greater London; Hybrid; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Pension plan

Private healthcare (BUPA)

Paid time off

Company shutdown in December

Parental leave benefits

Job summary

Fifth Dimension AI is hiring a Customer Success Engineer to help customers integrate our AI software into daily workflows. You’ll build onboarding programs, write guides and run webinars to enable repeatable adoption, while collaborating with Product and Engineering to refine the customer experience.

You’ll work directly with customers, teaching them how to connect data and use our tools, and you’ll design scalable processes that reduce repetitive questions.

Qualifications

• An automation, small tool or integration you built that you can explain and improve.
• Practical AI use, with a habit of testing answers and checking what your tools produce.
• Clear writing, patient teaching and confidence working directly with customers.

Responsibilities

• Build adoption programs: onboarding sequences, prompts and follow-ups based on customer activity.
• Improve first-line support: handle questions, identify recurring issues, update guidance and route effectively.
• Teach customers: run onboarding, webinars and office hours; create short videos and guides for independent use.
• Make product releases useful: explain changes and reach beneficiaries; verify usage impact.
• Troubleshoot: investigate configuration and integration issues; provide reproducible steps for engineers.

Skills

Customer success

Technical communication

Problem solving

Tools

Microsoft 365

SharePoint

SQL

Job description

We're hiring a Customer Success Engineer to help customers turn our product into part of their everyday work. You'll combine practical customer success with building the systems, communications and learning experiences that make adoption repeatable.

About Us

Fifth Dimension builds AI software for the firms that invest in and manage real assets. We help people work with complex documents and business data, from leases and financial models to investment memos. We're a Series A company with offices in London, New York and Singapore.

Our values are Own It, Ship It and Don't Be Boring. We move quickly, challenge each other kindly and care about making something customers actually use.

The Challenge

A useful product does not automatically become a useful daily habit. Customers need to connect their data, complete a valuable piece of work and come back to do it again. Your job is to make those steps easier, then make them work consistently across customers.

Imagine several customers are getting stuck connecting Microsoft 365. You help one through the setup, identify the shared problem, improve the guidance and follow-ups, and check whether more people reach their first useful result.

About You

You like helping people and making things. When the same question comes up twice, you start thinking about a better way to answer it. You can learn a technical product, explain it clearly and follow a problem through without waiting for a perfect brief.

You've probably spent one to three years in a technical customer role, implementation, support or operations. Strong projects, internships or your own business can demonstrate the same ability.

Your Impact

• A practical individual contributor role, working directly with our CTO and closely with Customer Success, Account Management, Product and Engineering.

• A builder who learns from individual customer problems and creates solutions that help many customers.

• Ownership of onboarding, adoption programs and routine-support improvements, with experienced colleagues to learn from.

What This Role Is Not

• A sales-quota or renewals role. Account Management owns commercial relationships.

• A role spent solely answering tickets. You need time to build the systems that reduce repeat questions.

• A senior software-engineering or bespoke enterprise-implementation role.

Day to Day, You Will

• Build adoption programs: onboarding sequences, useful prompts and follow-ups based on what customers have actually done.

• Improve first-line support: handle questions, find recurring issues, maintain useful guidance and build AI-assisted answers and routing, with tested output and clear human escalation.

• Teach customers: run onboarding, webinars and office hours; make short videos, examples and guides people can use independently.

• Make product releases useful: explain what changed, reach the people who will benefit and check whether they use it.

• Troubleshoot: investigate configuration and integration issues, fix what you can and give engineers clear reproductions when the product needs to change.

• Measure progress: track time to first value, repeat use and the manual work removed. Use the evidence to decide what to improve next.

What We’re Looking For

• Something useful you built yourself: an automation, small tool or integration you can explain and improve.

• Practical AI use, with a habit of testing answers and checking what your tools produce.

• Clear writing, patient teaching and confidence working directly with customers.

• Comfort connecting tools and data through APIs, webhooks, scripting or automation platforms.

• Reliable follow-through and enough data confidence to tell whether your work helped.

Nice to Have (But Not Required)

• Experience with Microsoft 365, SharePoint, product analytics, SQL or lifecycle communications.

• Experience running training or supporting a specialist professional product.

• Real estate or investment-management knowledge. You can learn the domain here.

Your First Few Months

• Month 1. You can lead an onboarding session, have investigated real customer questions and have shipped your first useful automation or adoption improvement.

• Month 3. A repeatable onboarding or feature-adoption program is running. You can show customers reaching value faster, using a valuable process more consistently, or the team doing less repetitive work.

• Month 6. The programs you own reliably serve more customers without a matching rise in manual effort. You can explain which interventions improve sustained use and which you stopped. You and Chen will set targets from the starting baseline.

What We Offer You

Salary: £50,000–£70,000, plus equity. Hybrid, 2-3 days a week in the office.

• Enhanced pension contributions and private healthcare through BUPA.

• Generous paid time off and a two-week company shutdown in December.

• Enhanced parental leave: 14 weeks for the primary caregiver and six for the secondary caregiver.

• Direct access to experienced technical and customer colleagues, with meaningful ownership from the start.