Customer Success Specialist

Searchability®; Greater London; On-site; GBP 40,000 - 70,000; Full time

Benefits offered by this job

Generous equity opportunities

Private health insurance

London office with 4 days per week on‑

Private health insurance

London office with 4 days per week on‑

Free dinner after 7:30pm in the office

Job summary

Searchability® in London is seeking a Customer Success Specialist/Manager/Lead to own onboarding and drive customer outcomes for UK lettings and estate agencies. The role is hands-on with AI-powered workflows and requires close collaboration with Product and Engineering.

You will shape how onboarding, adoption and customer health are managed as the company builds its CS function, with equity opportunities and a London-based four-days-per-week in-office arrangement.

Qualifications

• Experience in Customer Success, SaaS Implementation or Technical Account Management.
• B2B SaaS experience with ownership of onboarding, adoption or retention.
• Strong technical curiosity and ability to investigate customer problems independently.
• Comfortable working with customer data, imports, exports, configuration and software integrations.
• Understanding of APIs and webhooks would be advantageous.
• Experience building onboarding plans and defining success milestones.
• Ability to define customer goals and go-live milestones.
• Strong understanding of product adoption, health, retention and churn risk.
• Experience converting pilots/trials into long-term relationships would be advantageous.
• Ability to identify expansion opportunities from usage and outcomes.
• Strong cross-functional communication with Product, Engineering, Sales.
• Hands-on interest in AI and automation in CS workflows.
• Experience using AI to improve CS processes would be beneficial.
• Comfortable in an early-stage business with evolving processes.
• Strong problem-solving and relationship-building skills.
• Lead-level: evidence of building CS processes and playbooks.

Responsibilities

• Take ownership of customers from onboarding, configuring, launching and adopting the technology.
• Be hands-on with customer data, configurations, imports/exports and AI-powered workflows.
• Own onboarding plans, success criteria and go-live milestones to ensure value delivery.
• Monitor customer health and intervene to mitigate adoption or retention risks.
• Identify opportunities for deeper adoption, expansion and long-term value as customers succeed.
• Work with pilots and early customers to translate feedback into product insights.
• Collaborate with Product and Engineering to build scalable onboarding and support processes.
• Help shape AI-assisted CS workflows to improve onboarding, feedback analysis and automation.

Skills

Customer Success

SaaS Implementation

Technical Account Management

Solutions Consulting

B2B SaaS

Onboarding Planning

APIs

Webhooks

Data Analysis

AI in CS

Cross-functional Collaboration

Problem Solving

Tools

APIs

Webhooks

Job description

CUSTOMER SUCCESS – SPECIALIST / MANAGER / LEAD

• London-based role, 4 days per week in the office
• Join an early-stage AI technology business and help build its Customer Success function
• Own onboarding, adoption and customer outcomes across UK lettings and estate agencies

ABOUT THE CLIENT

Due to continued growth, we’re recruiting across multiple levels within Customer Success for an ambitious AI technology business operating within the property sector. The business is developing innovative AI technology designed to automate operational workloads for lettings and estate agencies and is already working with pilot customers as it continues to scale.

We’re open to hiring at Specialist, Manager or Lead level, depending on your experience. At every level, however, we’re looking for somebody who wants to be genuinely hands‑on with customers and technology rather than simply managing relationships.

You’ll join at an exciting stage where Customer Success is still being built. You’ll work closely with customers, Product, Engineering and the wider commercial team to turn new customers into successful long‑term users, while helping establish the onboarding processes, systems and automation that will support the next stage of growth.

THE BENEFITS

• Salary of £40,000 – £70,000 depending on experience and level
• Generous equity opportunities
• Private health insurance
• London office with 4 days per week onsite
• Opportunity to work directly with an innovative AI product
• Direct exposure to founders, Product and Engineering
• Opportunity to shape onboarding and Customer Success processes from an early stage
• High level of ownership over customer outcomes
• Opportunity to build AI and automation into Customer Success workflows
• Clear progression as the Customer Success function grows
• Direct exposure to customer feedback and the product roadmap
• Opportunity for senior hires to help shape and build the future Customer Success team
• Free dinner when working in the office after 7:30pm

THE CUSTOMER SUCCESS ROLE:

As part of the Customer Success team, you’ll take ownership of customers from the point they enter onboarding, helping them successfully configure, launch and adopt the technology within their agency.

This is a hands‑on and technically minded Customer Success position. You’ll work directly with customer data, configuration, integrations, imports and exports, knowledge bases and AI‑powered workflows, helping diagnose and resolve issues before escalating to Engineering where necessary.

You’ll own onboarding plans, success criteria and go‑live milestones, ensuring customers reach value quickly and develop strong product adoption.

You’ll also monitor customer health, identify potential adoption or retention risks and proactively intervene where required. As customers become successful, you’ll identify opportunities for deeper adoption, expansion and long‑term commercial value.

A key part of the position will involve working with pilot and early‑stage customers, understanding what drives successful conversion and helping turn pilots into long‑term paying relationships.

You’ll also work closely with Product and Engineering, translating customer feedback into clear product insights while helping build scalable processes around onboarding, support, customer health and retention.

AI and automation are central to both the product and the way the company operates. You’ll be encouraged to build and experiment with AI‑assisted Customer Success workflows, whether that’s improving onboarding, analysing customer feedback, automating repetitive tasks or identifying risks earlier.

CUSTOMER SUCCESS ESSENTIAL SKILLS

• Experience within Customer Success, SaaS Implementation, Technical Account Management, Solutions Consulting or a similar customer‑facing technology role
• B2B SaaS experience with ownership of customer onboarding, adoption or retention
• Strong technical curiosity and willingness to investigate customer problems independently
• Comfortable working with customer data, imports, exports, configuration and software integrations
• Understanding of APIs, webhooks and integrations would be highly advantageous
• Experience building or managing structured customer onboarding and implementation plans
• Ability to define customer goals, success criteria and go‑live milestones
• Strong understanding of product adoption, customer health, retention and churn risk
• Experience converting pilots, trials or early‑stage customers into successful long‑term relationships would be advantageous
• Ability to identify expansion opportunities based on customer usage and outcomes
• Strong cross‑functional communication with Product, Engineering, Sales and commercial teams
• Hands‑on interest in AI, including experience with LLMs, AI agents, automation or prompt‑based workflows
• Experience using AI or automation to improve Customer Success processes would be particularly beneficial
• Comfortable working within an early‑stage business where processes are still being developed
• Strong problem‑solving, communication and relationship‑building skills
• For Lead‑level candidates, evidence of building Customer Success processes, playbooks, systems or functions from an early stage

TO BE CONSIDERED:

Specialist (£40k–£50k), Manager (£50k–£60k) and Lead (£60k–£70k) levels

KEY SKILLS

Customer Success, Customer Success Specialist, Customer Success Manager, Lead Customer Success Manager, CSM, SaaS, B2B SaaS, Technical Customer Success, Implementation, SaaS Implementation, Customer Onboarding, Product Adoption, Customer Retention, Customer Health, Churn, Account Management, Technical Account Management, APIs, Webhooks, Integrations, Data Imports, Data Exports, Artificial Intelligence, AI, LLMs, AI Agents, Automation, PropTech, Property Technology, Estate Agency, Lettings, Property Management, Vertical SaaS, Customer Experience, Product Feedback.