Customer Success Manager

trg.; Greater London; Presencial; GBP 70.000 - 110.000; Jornada completa

Descripción de la vacante

trg. in London is building an AI-first Customer Success function and seeks a Lead CS Manager or CS Manager to own end-to-end onboarding, drive adoption, and identify expansion opportunities.

You will connect the product to customers’ existing systems via APIs, CRMs and email platforms, and work closely with Product and Engineering. The roles require technically minded professionals with experience in B2B SaaS onboarding, small teams, and a commercial focus on retention and expansion.

Formación

• Led technically complex B2B SaaS onboardings with multiple integrations.
• Background in CS, implementation, integration or solutions engineering.
• Comfortable with APIs and how systems talk to each other.
• Experience in small teams (CS function under 10).
• Commercially minded: adoption, retention and expansion.
• Lead experience: around 2 years.
• Hands-on AI workflows or automations is a big plus.
• Strong academic background.

Responsabilidades

• Own onboarding end to end and turn pilots into paying accounts.
• Drive adoption and spot expansion opportunities.
• Connect product to customers' phone systems, CRMs and email platforms.
• Scope and run integrations; troubleshoot issues with Product and Engineering.
• Write the CS playbook and line-manage the team.
• Use AI and automation to build scalable processes.
• Manage a portfolio of accounts and help shape CS as it grows.
• Lead technically complex onboarding without outsourcing.

Conocimientos

Customer Success

Implementation

Integration

APIs

Automation

AI workflows

Leadership

Tech-savvy

Herramientas

CRM systems

Descripción del empleo

Roles: Lead Customer Success Manager & Customer Success Manager

Location: Central London, 4 days a week in the office

Join an early-stage AI startup automating the day-to-day operations of businesses in a traditionally manual industry: customer communications, service requests and operational workflows. The product is live with paying customers, and the CS team is growing.

Both roles own onboarding end to end. You’ll turn pilots into paying accounts, drive adoption and spot expansion opportunities.

The technical side is the priority. Every onboarding means connecting the product to the systems customers already use, such as phone systems, CRMs and email platforms. You’ll scope and run those integrations yourself, troubleshoot when things break, and work closely with Product and Engineering.

The Lead will also write the CS playbook, line-manage the team and use AI and automation to build processes that scale. The Manager will run a portfolio of accounts and help shape how the function works as it grows.

• Has personally led technically complex B2B SaaS onboardings with multiple integrations, not handed them to an implementation team
• Background in Customer Success, implementation, integration or solutions engineering
• Comfortable with APIs, integrations and how systems talk to each other
• Experience in small teams (ideally a CS function of 10 or fewer) with broad responsibilities
• Commercially minded: adoption, retention and expansion
• Lead only: some line management experience (around 2 years is fine)
• Hands-on experience building AI workflows or automations is a big plus
• Strong academic background

Process: intro call, take-home assessment, technical interview, then an in-person final with the founders.

These aren’t portfolio-management roles. They’re for technical people who want to build an AI-first CS function from the ground up.