Customer Success Manager – AI SaaS / Public Sector

Recommend Recruitment Ltd.; Greater London; On-site; GBP 45,000 - 55,000; Full time

Benefits offered by this job

Hybrid work in London

Travel ~25%

Growing AI SaaS company

International customer base

Job summary

Recommend Recruitment Ltd. is partnering with a London-based AI SaaS business to deliver customer success across government sectors. You will own end-to-end implementations, configure multi-module platforms, and train customers to maximise value from the NLP/ML driven platform.

Ideal candidates bring 5+ years in B2B SaaS customer delivery, strong PM skills, and proven ability to translate analytics into actionable guidance for senior stakeholders in local and central government.

Qualifications

• 5+ years in customer-facing implementation, onboarding, delivery or Customer Success within B2B SaaS.
• Strong project-management experience across multiple concurrent client implementations.
• Ability to configure, train and enable customers on a multi-module platform.
• Knowledge of local government, public safety or wider public-sector workflows.
• Data curiosity and confidence interpreting analytics, trends and platform outputs.
• Excellent stakeholder-management, facilitation and communication skills.
• Preferred: NLP/ML products, data analytics platforms, community engagement, Planhat/Gainsight, Monday.com or AI-enabled delivery tools.

Responsibilities

• Own implementations end to end, from Closed Won through configuration, training and successful go-live.
• Configure and personalise the platform across multiple product modules to meet each customer’s use cases.
• Partner with Account Executives on solution design to ensure successful delivery of sold solutions.
• Deliver customer training, best-practice guidance and ongoing enablement.
• Manage recurring survey, engagement and content projects after go-live.
• Monitor adoption, engagement and account-health signals; identify risks and expansion opportunities early.
• Build strong relationships with senior stakeholders across local government, central government and public safety.

Skills

Stakeholder management

Communication skills

Project management

Customer success

Technical configuration

Tools

Planhat

Gainsight

Monday.com

Job description

Customer Success Manager – AI SaaS / Public Sector

Location: London, UK (Hybrid)Sector: GovTech | AI | SaaS | Data Analytics | Community EngagementTravel: Approximately 25%

The Opportunity

We’re partnering with a mission-driven, well-funded international AI SaaS business transforming how public‑sector organisations understand and act on community voices. Its platform uses advanced NLP and machine learning to turn large volumes of public feedback, social conversations, surveys and service data into actionable intelligence.

With 400+ city, county and agency customers across the UK, US and Canada, the company is expanding its London-based customer delivery team and seeking a Customer Success Manager to own the post‑sale customer journey.

The Technology – Key USPs

You will support a multi-module AI intelligence platform that enables public‑sector organisations to:

• Analyse public sentiment, emerging issues and community priorities through AI‑powered social listening.
• Consolidate insights from social media, local news, surveys, resident feedback and service data.
• Run representative surveys, public consultations and digital engagement programmes.
• Translate complex data into intuitive dashboards, reports and actionable recommendations.
• Improve stakeholder engagement, operational visibility and data‑driven decision‑making.

The Role

• Own implementations end to end, from Closed Won through configuration, training and successful go‑live.
• Configure and personalise the platform across multiple product modules to meet each customer’s use cases.
• Partner with Account Executives on solution design to ensure successful delivery of sold solutions.
• Deliver customer training, best‑practice guidance and ongoing enablement.
• Manage recurring survey, engagement and content projects after go‑live.
• Monitor adoption, engagement and account‑health signals; identify risks and expansion opportunities early.
• Build strong relationships with senior stakeholders across local government, central government and public safety.

What We’re Looking For

• 5+ years in customer‑facing implementation, onboarding, delivery or Customer Success within B2B SaaS.
• Strong project‑management experience across multiple concurrent customer implementations.
• Ability to configure, train and enable customers on a technical multi‑module platform.
• Knowledge of local government, public safety or wider public‑sector workflows.
• Data curiosity and confidence interpreting analytics, trends and platform outputs.
• Excellent stakeholder‑management, facilitation and communication skills.
• Preferred: experience with NLP/ML products, data analytics platforms, community engagement, Planhat/Gainsight, Monday.com or AI‑enabled delivery tools.

Why Join?

• £45,000–£55,000 base salary.
• Hybrid working from London, with around 25% travel.
• Mission‑led AI SaaS business with an established international customer base.
• Opportunity to shape customer outcomes across government, public safety and community engagement.