Customer Success Manager

Hirecracker; Greater London; Hybrid; GBP 50,000 - 60,000; Full time

Benefits offered by this job

Equity

Direct access to founders

Competitive salary

Fast-paced process

Job summary

Hirecracker is seeking a Customer Success Manager to own the client journey from onboarding to adoption, pilot-to-paid conversion and account growth in London.

You will collaborate with Product, Engineering and AI teams to shape the platform as it scales, building automated workflows and embedding customer feedback into product priorities. This hands-on CS role requires four days in the London office.

Qualifications

• 3–4 years in Customer Success or related B2B SaaS role.
• Experience with adoption, retention, pilot-to-paid conversion or account growth.
• Experience using AI tools and automation to solve customer problems.
• Comfort with APIs, integrations, data imports/exports, webhooks and product dashboards.
• Ambition and ownership mindset for an early-stage startup.
• Willing to work four days a week from London office.
• First from a Russell Group university or 2:1 from top universities.

Responsibilities

• Own end-to-end onboarding from sales handover to go-live, including kickoff calls, timelines, training and quality checks.
• Manage client relationships through regular check-ins, performance reviews and proactive problem-solving.
• Convert pilot customers into paying clients, drive product adoption and identify opportunities to grow accounts.
• Monitor customer health, including resolution rates, escalations, response times, satisfaction and product usage.
• Build and improve AI-powered workflows for onboarding, health monitoring, escalation triage, reporting and feedback routing.
• Coordinate technical setup including data imports, user accounts and communication channels.
• Translate customer feedback into clear product tickets and work with Product and Engineering on priorities.
• Troubleshoot operational and technical issues, escalating confirmed bugs with clear reproduction steps.

Skills

Customer Success

Technical CS

B2B SaaS

AI

Automation

Onboarding

Retention

Product Adoption

Integrations

API

Webhooks

PropTech

Hirecracker

HCOperations

Tools

Twilio

WhatsApp Business API

CRM

ERP

APIs

Job description

Customer Success Manager
Salary: £50,000 – £60,000 + meaningful early-stage equity
Location: London (4 days per week office-based)
Employment: Full Time, Permanent

This is an opportunity to join a high-growth AI startup transforming how property businesses operate. Its AI platform automates the operational work that slows down property managers, lettings teams and build-to-rent operators, allowing customers to run more efficiently while delivering a better service to tenants.

Already live with pilot customers and building towards commercial scale, the business is looking for ambitious Customer Success talent to help turn early traction into long-term customer growth.

The Role

As Customer Success Manager, you will own the client journey from sales handover and onboarding through to adoption, pilot-to-paid conversion, retention and account growth. You will work closely with customers, Product, Engineering and the AI team, ensuring feedback directly shapes the platform as it scales. This is a hands-on technical CS role, with real responsibility for building the processes and automations that enable the customer function to grow.

Customer Success Manager Responsibilities:

• Own end-to-end onboarding from sales handover to go-live, including kick-off calls, timelines, training and quality checks.
• Manage client relationships through regular check-ins, performance reviews and proactive problem-solving.
• Convert pilot customers into paying clients, drive product adoption and identify opportunities to grow accounts.
• Monitor customer health, including resolution rates, escalations, response times, satisfaction and product usage.
• Build and improve AI-powered workflows for onboarding, health monitoring, escalation triage, reporting and feedback routing.
• Coordinate technical setup including data imports, user accounts and communication channels.
• Translate customer feedback into clear product tickets and work with Product and Engineering on priorities.
• Troubleshoot operational and technical issues, escalating confirmed bugs with clear reproduction steps.

Customer Success Manager Benefits

• Real ownership in a high-growth AI startup.
• Work directly with founders and a small, high-calibre team.
• Competitive salary and meaningful early-stage equity.
• Four-stage process, moving quickly for the right person.

Customer Success Manager Requirements:

This role would suit someone who is:

• Has around 3-4 years in Customer Success, Technical Account Management, Solutions Engineering, Implementation or a comparable B2B SaaS role.
• Can demonstrate strong adoption, retention, pilot-to-paid conversion or account-growth experience.
• Has used AI tools and automation to solve customer or operational problems.
• Is comfortable with APIs, integrations, data imports and exports, webhooks and product dashboards.
• Can diagnose whether a problem is configuration, data quality, user error or a product bug.
• Has the ambition, pace and ownership mentality needed in an early-stage startup.
• Is happy working four days per week from the London office.
• Has a First from a Russell Group university, or at minimum a 2:1 from Oxford, Cambridge, Imperial, Warwick, UCL or a comparable leading university.

Desirable:

• Experience with Twilio, WhatsApp Business API, email infrastructure or CS operations tooling.
• Experience with CRM, ERP, property-management or other third-party system integrations.
• PropTech, property, lettings or another operationally complex B2B SaaS background.
• Basic SQL or product analytics experience.

Key Skills: Customer Success, Technical Customer Success, B2B SaaS, AI, Automation, Onboarding, Implementation, Customer Retention, Product Adoption, Integrations, API, Webhooks, PropTech, Hirecracker, HCOperations