Customer Success Lead

Neurolabs; London; Hybrid; GBP 60,000 - 100,000; Full time

Job summary

An innovative company is seeking a dynamic Customer Success Manager to drive customer success for a growing portfolio, including major US clients. In this role, you'll collaborate with internal teams to ensure smooth technical implementations and help customers achieve their goals. You'll be a key player in developing strategies for customer retention and growth, leveraging insights to enhance account health. With a hybrid working model and a focus on exceptional customer experiences, this role offers a unique opportunity to make a significant impact in a fast-paced environment.

Benefits

Equity options

Private medical insurance (AXA Health)

34 days of annual leave

Pension scheme (5% employee + 3% employer contribution)

Annual company retreat abroad

Qualifications

• 5+ years in enterprise B2B roles, including customer success or technical account management.
• Proven ability to oversee technical integrations and deliver measurable business outcomes.

Responsibilities

• Plan and guide technical implementation strategies across all customers.
• Drive exceptional renewal rates and maintain strong account health.
• Develop scalable playbooks for onboarding and customer success.

Skills

Customer Success Management

Technical Account Management

Enterprise B2B Sales

Technical Integrations

Pre-sales Collaboration

Communication Skills

Entrepreneurial Mindset

Job description

Neurolabs is rewriting the playbook for retail execution with Visual AI.We’ve just raised $7.8M in Series A funding led by Nauta, with follow-on from existing investors LAUNCHub, Lunar Ventures, and Techstart. Our platform helps some of the world’s top CPG brands unlock real-time, SKU-level shelf visibility—without fragile audits or slow tools.

Mission: Take a hands-on role in driving customer success for a growing portfolio, including major US customers. Collaborate with the Growth team to understand customer requirements early in the pre-sales process and partner with our Solutions Engineer to guide technical implementation. As the primary point of contact from onboarding through growth, you’ll ensure customers achieve their goals, create scalable processes tailored to enterprise needs, and build the foundation to lead both Solutions Engineers (SEs) and Customer Success Managers (CSMs).

Key Responsibilities

Implementation Strategy & Customer Value Realisation (40%)

• Plan and guide technical implementation strategies across all customers, including large enterprise accounts in the US
• Work closely with internal and external technical teams to ensure smooth integrations that meet enterprise standards
• Collaborate with customers to define success criteria and ensure measurable value delivery
• Identify and act on growth opportunities within accounts, particularly high-value customers
• Ensure adoption of the product and its effective use across global customer workflows

Customer Retention & Growth (40%)

• Drive exceptional renewal rates and maintain strong account health, with a focus on enterprise customers
• Lead strategic review processes (e.g. QBRs/EBRs) to demonstrate ROI and enterprise value delivered
• Drive product adoption and uncover opportunities for upsells and expansions, especially with enterprise customers in the US, UK, and Europe
• Implement systems to monitor account health and prevent churn early
• Leverage customer insights and data to shape expansion and retention strategies

CS Function Leadership & Development (20%)

• Develop scalable playbooks for onboarding, adoption, and customer success tailored to enterprise accounts
• Capture insights and lessons learned from working with major US customers to inform best practices
• Help recruit and mentor team members to grow the CS function
• Build processes that balance the needs of high-value customers with operational efficiency
• Ability to travel internationally, with a focus on the United States 1-2x per quarter, to support customer engagements, attend key meetings, and ensure the success of global accounts.

• 5+ years in enterprise B2B roles, including customer success or technical account management
• Experience managing and growing enterprise accounts with contract values exceeding >$1M, especially in the US
• Proven ability to oversee technical integrations and deliver measurable business outcomes for customers
• Familiarity with pre-sales collaboration to understand and address customer requirements early
• Strong communicator who can simplify complex ideas for technical and business audiences
• Entrepreneurial mindset with a track record of excelling in fast-paced, ambiguous environments
• Necessary documentation and authorisation to travel freely to the United States and Europe to fulfil job requirements

• Hybrid working(three in-office days per week near King’s Cross, London).
• Equity optionsavailable.
• Private medical insurance(AXA Health).
• 34 days of annual leave(including public holidays).
• Pension scheme(5% employee + 3% employer contribution).
• Annual company retreat abroad.
  

Please note:We are not accepting unsolicited CVs or candidate introductions from recruitment agencies. Any profiles submitted without prior agreement will be considered the property of Neurolabs, and no fees will be payable.