Customer Success Manager

trg.; Greater London; On-site; GBP 70,000 - 95,000; Full time

Job summary

trg. is seeking a Customer Success Manager to own relationships with property management clients and drive conversion from pilot to paid while expanding accounts. You will design AI-powered workflows, monitor health metrics, and help shape the product roadmap through client feedback.

This is a fast-moving, AI-first CS role in a growing startup. You’ll collaborate with Sales, Engineering, Product and AI teams to ensure a seamless client experience, diagnose issues, and scale the CS function

Qualifications

• 3+ years in a client-facing B2B SaaS role.
• Experience designing and deploying AI-powered workflows that solve real operational problems.
• Experience managing enterprise or high-value client relationships and driving product adoption.
• Track record of converting customers from pilot to paid and maintaining strong retention.
• Comfort with technical concepts — APIs, integrations, data imports/exports, webhooks.
• Strong diagnostic skills and a methodical approach to root-causing issues.
• Excellent written and verbal communication, able to translate technical topics for non-technical clients.
• Comfort working in a fast-moving early-stage startup environment.

Responsibilities

• Owning end-to-end client onboarding, from sales handoff to go-live - kickoff calls, timelines, technical setup coordination (data imports, communication channel provisioning, user accounts), data quality validation, and client training
• Designing and deploying AI-powered workflows for health monitoring, escalation triage, onboarding tracking, performance reporting and feedback routing
• Building the tooling and processes that let a small CS team scale with the client base rather than headcount
• Deciding what stays human (relationship calls, strategic advice, complex escalations) versus what gets automated
• Managing ongoing client relationships through regular check-ins and performance reviews, and monitoring client health metrics (resolution rate, escalation volume, response times, satisfaction)
• Proactively spotting issues - data quality gaps, rising escalations, underused features - and maintaining each client's knowledge base
• Owning pilot-to-paid conversion, retention, and identifying account expansion opportunities
• Translating customer feedback into structured product tickets and working with Product/Engineering so client insight shapes the roadmap
• Diagnosing whether issues are configuration, data quality, user error or product bugs, resolving what you can, and escalating confirmed bugs with clear repro steps

Skills

Client-facing SaaS

AI workflow design

Enterprise customer management

Product adoption strategies

APIs & data concepts

Diagnostics & root cause analysis

Excellent communication

Startup environment adaptability

Tools

HubSpot

Notion

Slack

Job description

I'm partnered with a well-funded, early-stage startup building AI software for the property management industry. Their platform automates a large share of the day-to-day operational admin that slows down property teams - communications, compliance workflows, maintenance coordination and scheduling, so property businesses can run with the efficiency of a modern digital platform.

The Role

I'm looking for a Customer Success Manager to own relationships with property management clients once they start using the platform. A core part of the role is converting clients into paying customers, driving expansion, and keeping churn low as the business scales. This is an AI-first CS role - you'll build and deploy automated workflows that let a small team manage a growing client base without scaling headcount linearly. You'll also act as the voice of the customer internally, shaping product development directly from client feedback.

This is a technical CS role: you should be comfortable in product dashboards, understand how data flows between systems, and be able to diagnose operational or technical issues before escalating to engineering. You'll work closely with Sales, Engineering, Product and the AI team to keep the client experience seamless and help the product improve from real-world usage.

What You'll Be Doing

• Owning end-to-end client onboarding, from sales handoff to go-live - kickoff calls, timelines, technical setup coordination (data imports, communication channel provisioning, user accounts), data quality validation, and client training
• Designing and deploying AI-powered workflows for health monitoring, escalation triage, onboarding tracking, performance reporting and feedback routing
• Building the tooling and processes that let a small CS team scale with the client base rather than headcount
• Deciding what stays human (relationship calls, strategic advice, complex escalations) versus what gets automated
• Managing ongoing client relationships through regular check-ins and performance reviews, and monitoring client health metrics (resolution rate, escalation volume, response times, satisfaction)
• Proactively spotting issues - data quality gaps, rising escalations, underused features - and maintaining each client's knowledge base
• Owning pilot-to-paid conversion, retention, and identifying account expansion opportunities
• Translating customer feedback into structured product tickets and working with Product/Engineering so client insight shapes the roadmap
• Diagnosing whether issues are configuration, data quality, user error or product bugs, resolving what you can, and escalating confirmed bugs with clear repro steps

The Ideal Candidate Will Have

• 3+ years in a client-facing B2B SaaS role - Customer Success, Technical Account Management, Solutions Engineering or similar
• A demonstrated ability to build with AI tools, not just use them - designing and deploying workflows or automations that solve real operational problems
• Experience managing enterprise or high-value client relationships and driving product adoption
• A track record of converting customers from pilot to paid and maintaining strong retention
• Comfort with technical concepts - APIs, integrations, data imports/exports, webhooks
• Strong diagnostic skills and a methodical approach to root-causing issues
• Excellent written and verbal communication, able to translate technical topics for non-technical clients
• Comfort working in a fast-moving early-stage startup environment

Also Great

• Familiarity with communications platforms (e.g. Twilio, WhatsApp Business API, email infrastructure)
• Experience building CS operations tooling - automated health monitoring, escalation workflows, onboarding trackers, performance dashboards
• Experience supporting integrations with third-party systems such as CRMs, ERPs or industry-specific platforms
• Exposure to AI-powered products, including setting realistic client expectations
• Familiarity with tools like Linear, Notion, Slack, HubSpot, or observability platforms
• Property, lettings, real estate or PropTech experience; basic SQL; experience building onboarding processes from scratch in a startup

Why Join

• Join an early-stage company building AI infrastructure for a massive global industry
• Be at the forefront of AI-powered CS - build the CS function of the future, not manage the one of the past
• Work closely with founders and the core team to shape how the business scales
• Play a key role in bringing AI automation into real-world property operations
• Competitive salary and meaningful early-stage equity

I'm looking for Customer Success Specialists, Managers and Leads so there is a wide range of roles open for different seniorities.