Customer Success Lead

Searchability®; Greater London; Vor Ort; GBP 70.000 - 100.000; Vollzeit

Benefits dieser Stelle

Meaningful early-stage equity

Opportunity to join an ambitious AI at

Work closely with Founders, Product, E

Zusammenfassung

Searchability is an ambitious early-stage AI business building PropTech solutions for property management. They seek a Lead Customer Success Manager to own client relationships from onboarding to retention and expansion, ensuring success and long-term value.

You will design onboarding processes, coordinate technical setup, validate data, and build AI-powered CS workflows to scale without headcount growth. You’ll work closely with Founders, Product and Engineering to shape the roadmap.

Qualifikationen

• 3+ years in a client-facing B2B SaaS role.
• Experience managing enterprise client relationships.
• Proven experience converting pilot customers into paying clients.
• Experience driving product adoption, retention and account growth.
• Ability to explain technical concepts clearly to non-technical customers.

Aufgaben

• Own onboarding through to retention and expansion.
• Manage onboarding, data validation and go-live.
• Build AI-powered CS workflows and automation.
• Monitor customer performance and handle escalations.
• Collaborate with Product and Engineering to shape the roadmap.

Kenntnisse

B2B SaaS

Customer success

Technical account management

APIs & integrations

AI workflows

Account growth

Pilot conversion

Enterprise relationships

Strong communication

Startup environment

Tools

HubSpot

Twilio

WhatsApp Business API

Slack

Notion

Jobbeschreibung

• Competitive salary + meaningful early-stage equity
• Join an early-stage AI / PropTech business
• Own Customer Success from onboarding through to retention and expansion
• Hands-on role combining customer relationships, technical problem solving and AI automation

ABOUT THE CLIENT

We’re working with an ambitious early-stage AI business building technology for the property management sector.

Their platform is designed to automate operational workloads across areas such as communications, compliance, maintenance coordination and scheduling.

The business is already working with pilot customers and is now looking for a Lead Customer Success Manager to help convert those relationships into long-term paying clients while building the processes required to scale the CS function.

THE BENEFITS

• Meaningful early-stage equity
• Opportunity to join an ambitious AI business at an early stage
• Work closely with the Founders, Product, Engineering and AI teams
• Opportunity to shape how the Customer Success function operates
• Hands-on exposure to AI automation and emerging technology
• Opportunity to help build the CS function from the ground up

THE LEAD CUSTOMER SUCCESS MANAGER ROLE

As Lead Customer Success Manager, you will take ownership of client relationships from the point of sales handover through onboarding, go-live, ongoing account management, retention and expansion.

You will manage the onboarding process, coordinate technical setup, validate client data and ensure teams are confident using the platform.

A major part of the role will also involve building AI-powered Customer Success workflows and automation, helping the business support a growing client base without increasing headcount at the same rate.

You will monitor customer performance and health metrics, identify potential issues, manage escalations and present insights back to clients.

You will also work closely with Product and Engineering, translating customer feedback into actionable product improvements and helping shape the wider roadmap.

LEAD CUSTOMER SUCCESS MANAGER ESSENTIAL SKILLS

• 3+ years’ experience in a client-facing B2B SaaS role
• Background in Customer Success, Technical Account Management, Solutions Engineering or similar
• Experience managing enterprise or high-value client relationships
• Experience driving product adoption, retention and account growth
• Proven experience converting pilot customers into paying clients
• Comfortable working with technical concepts including APIs, integrations, data imports / exports and webhooks
• Strong diagnostic and problem-solving skills
• Experience building or deploying AI workflows / automations
• Strong written and verbal communication skills
• Ability to explain technical concepts clearly to non-technical customers
• Comfortable working within a fast-moving early-stage startup

DESIRABLE EXPERIENCE

• Experience with AI-powered products
• Experience building Customer Success automation or operational tooling
• Experience supporting integrations with CRMs, ERPs or third-party platforms
• Familiarity with Twilio, WhatsApp Business API or email infrastructure
• Experience with HubSpot, Linear, Notion, Slack or similar tools
• Property management, lettings, real estate or PropTech experience
• Experience building onboarding processes from scratch

KEY SKILLS

Customer Success, Lead Customer Success Manager, Customer Success Manager, Technical Account Manager, Solutions Engineer, SaaS, B2B SaaS, AI, Artificial Intelligence, PropTech, Client Onboarding, Customer Retention, Customer Expansion, Customer Adoption, Account Management, APIs, Integrations, Webhooks, Automation, AI Workflows, HubSpot, Technical Support, Client Success, Property Technology