Customer Success Manager

Matchtech; Greater London; On-site; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Equity

Impactful work

Founders collaboration

PropTech leadership

Job summary

Matchtech seeks a Lead Customer Success Manager for a London-based client transforming UK property management with AI, data-driven onboarding, and scalable CS operations.

You will drive onboarding, design AI workflows, and manage enterprise client relationships while partnering with founders to shape a category-defining PropTech platform.

Qualifications

• Significant experience in a client-facing B2B SaaS role such as Customer Success, Technical Account Management, or Solutions Engineering.
• Demonstrated ability to build and deploy AI workflows that solve operational problems.
• Experience managing enterprise or high-value client relationships and driving product adoption.
• Comfortable with technical concepts including APIs, integrations, data imports/exports, and webhooks.
• Strong diagnostic skills with the ability to methodically identify the root cause of issues.
• Excellent written and verbal communication skills, with the ability to simplify complex technical topics for non-technical clients.
• Experience in a fast-moving early-stage startup environment.
• Familiarity with communications platforms such as Twilio, WhatsApp Business API, or email infrastructure is strongly preferred.

Responsibilities

• Own the end-to-end onboarding process from sales handoff to client go-live, including technical setup, data validation, and client training.
• Design and deploy AI-powered workflows, evaluate and adopt AI tools, and set the operational foundation for scaling the CS function.
• Manage client relationships through regular check-ins, monitor client health metrics, and present performance reports.
• Convert pilot clients into paying customers, track and report customer success metrics, and identify opportunities for account expansion.
• Translate customer feedback into actionable product tickets, communicate product updates, and support rollouts of new modules.
• Diagnose and resolve issues stemming from configuration, data quality, or user error, and escalat[e] confirmed bugs with clear reproduction steps.

Tools

Twilio

WhatsApp Business API

Email infrastructure

Job description

Our client, a pioneering technology company, is seeking a dynamic Lead Customer Success Manager to join their team in London. The company is in the midst of transforming the UK property management services industry, leveraging AI technology to drive automation and efficiency.

Key Responsibilities

• Client Onboarding: Own the end-to-end onboarding process from sales handoff to client go-live, including technical setup, data validation, and client training.
• CS Automation & AI Operations: Design and deploy AI-powered workflows, evaluate and adopt AI tools, and set the operational foundation for scaling the Customer Success function.
• Ongoing Client Management: Manage client relationships through regular check-ins, monitor client health metrics, and present performance reports.
• Revenue & Retention: Convert pilot clients into paying customers, track and report customer success metrics, and identify opportunities for account expansion.
• Product Interface: Translate customer feedback into actionable product tickets, communicate product updates, and support rollouts of new modules.
• Technical Issue Resolution: Diagnose and resolve issues stemming from configuration, data quality, or user error, and escalat[e] confirmed bugs with clear reproduction steps.

Job Requirements

• Significant experience in a client-facing B2B SaaS role such as Customer Success, Technical Account Management, or Solutions Engineering.
• Demonstrated ability to build and deploy AI workflows that solve operational problems.
• Experience managing enterprise or high-value client relationships and driving product adoption.
• Comfortable with technical concepts including APIs, integrations, data imports/exports, and webhooks.
• Strong diagnostic skills with the ability to methodically identify the root cause of issues.
• Excellent written and verbal communication skills, with the ability to simplify complex technical topics for non-technical clients.
• Experience in a fast-moving early-stage startup environment.
• Familiarity with communications platforms such as Twilio, WhatsApp Business API, or email infrastructure is strongly preferred.

Benefits

• Competitive salary and meaningful early-stage equity.
• Opportunity to help build a category-defining PropTech company.
• Play a key role in bringing AI automation to real-world property operations.
• Work closely with founders and the core team to shape the company's growth.
• Be at the forefront of AI-powered Customer Success, building the CS function of the future.

If you are an experienced Customer Success professional with a passion for AI and automation, we would love to hear from you.