Customer Success Lead

Prism Digital; Greater London; Hybrid; GBP 54,000 - 66,000; Full time

Benefits offered by this job

Equity

Job summary

Prism Digital in London is hiring a Lead Customer Success Manager to build and own the CS function for an AI-powered property operations platform. You will oversee onboarding from sales handoff to go-live, drive pilot-to-paid conversions, and design automation to support a growing client base.

You will work with an AI assistant and knowledge base that handles tenant interactions via channels like WhatsApp, email, and SMS, integrating with property management systems and tools such as Linear,

Qualifications

• B2B SaaS: 3+ years client-facing experience in customer success, technical account management, or solutions.
• Experience building AI-powered automations or agents, not just usage.
• Proven ability to convert pilot/trial customers to paid customers.
• Comfort with APIs, integrations, webhooks and data imports.
• Ability to diagnose configuration issues, data quality problems, and genuine bugs.
• Onboarding ownership end-to-end from sales handoff to go-live.

Responsibilities

• Build and lead the customer success function within an early-stage AI startup.
• Own post-live client relationships and drive retention and expansion.
• Architect automation to scale a growing client base without linear headcount growth.
• Define health monitoring, escalation workflows, and onboarding trackers.
• Collaborate with founders and product team to feed customer learnings into the roadmap.

Skills

Client-facing

AI/Automation experience

Onboarding

APIs & integrations

Diagnostics & troubleshooting

SQL basics

Tools

HubSpot

Notion

Slack

Linear

Job description

Lead Customer Success Manager | AI Workflows, Onboarding & Retention | Early-Stage AI Startup Automating Property Operations

Salary: from £60,000, depending on experience, plus equity

Location: Victoria, central London. Four days in the office, Wednesdays from home

Building the customer success function rather than inheriting one

I'm working with an early-stage AI startup in central London who are building out their customer success function, and they want someone to lead it.

Their product takes on the operational admin behind property management. A voice agent answers agency phones and handles everything from viewings to maintenance, connecting those conversations to the systems and actions needed to get the work done.

You'll own the client relationship once customers go live. Three things sit on top of that: converting pilot customers into paying ones, building the automation that lets a small team handle a growing book, and owning onboarding from sales handoff through to go-live. It's a technical customer success role rather than account management.

What They're Looking For

B2B SaaS: 3+ years client-facing, in customer success, technical account management or solutions

Building with AI: automations or agents you've built yourself, not only used

Pilot to paid: you've converted trial or pilot customers into paying ones

APIs, integrations, webhooks and data imports: comfortable in the detail

Diagnostics: telling configuration, data quality, user error and genuine bugs apart

Onboarding: owned end to end, from sales handoff through to go-live

Four days a week on site in central London

What You'll Work With

The AI assistant and the knowledge base that decides how it answers tenants

Communication channels: WhatsApp, email and SMS

Data imports from property management systems

Linear, Notion, Slack and HubSpot

Nice to Haves

Twilio or the WhatsApp Business API

CS operations tooling you've built: health monitoring, escalation workflows, onboarding trackers

SQL: basic querying

UK residential tenancy or property compliance

Building an onboarding process from scratch at a startup

Why Join

You'll shape the customer success function rather than inherit one, working closely with the founders and the product team, with what you learn from customers going straight into the roadmap.

The AI-first part is real. They want someone who'll build the health monitoring, escalation triage and reporting themselves, so a small team can handle a growing client base without hiring linearly. If you enjoy working out what should be automated and what stays human, that's most of the job.

Worth being straight about the environment. The founders are in seven days a week and say plainly it won't suit anyone who wants a conventional nine to five. Priorities move quickly and you'll be expected to take ownership from the start.

The Package

Salary from £60,000, depending on experience

Equity

Victoria office, four days a week on site

Wednesdays working from home

Lead Customer Success Manager | AI Workflows, Onboarding & Retention | Early-Stage AI Startup Automating Property Operations