Customer Success Specialist

Hirecracker; Greater London; Hybrid; GBP 40,000 - 50,000; Full time

Benefits offered by this job

Equity

Job summary

Hirecracker in London is seeking a Customer Success Specialist to onboard early customers, drive adoption and growth of its AI-driven property-operations platform. You will partner with the CS Manager, Product and Engineering to deepen product usage and client value.

This role suits someone with 1–2 years in CS or SaaS, who is curious, data‑driven and eager to advance in a fast-paced startup. Office four days per week with equity offered.

Qualifications

• 1–2 years in Customer Success, Implementation, Account Management or B2B SaaS.
• Interest in AI, automation and SaaS,strong data and dashboard skills.
• Comfort with documenting customer feedback and workflows.

Responsibilities

• Support onboarding, data checks, user accounts and go-live prep.
• Build day-to-day relationships and respond to questions quickly.
• Monitor usage, health and escalation trends; flag risks and opportunities.
• Create and maintain knowledge bases, onboarding materials and reports.
• Help improve AI-enabled workflows for onboarding and health tracking.
• Collaborate with Product/Engineering to report feedback and issues.
• Diagnose issues related to configuration, data quality or usage.
• Explain platform value clearly to non-technical users.

Skills

Customer Success

B2B SaaS

AI

Onboarding

Implementation

Product Adoption

Integrations

API

Webhooks

PropTech

Operations

Education

Bachelor's degree (Russell Group or top university)

Tools

CRM

Data dashboards

Twilio

WhatsApp Business API

Job description

Customer Success Specialist

Salary: £40,000 – £50,000 + 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 Specialist, you will help deliver an excellent experience for early customers as they onboard, adopt and grow their use of an AI platform built for property operations. You will work closely with the Customer Success Manager and wider Product and Engineering teams, becoming confident in the product, customer data and the workflows that make a real difference to clients. This is a brilliant role for someone early in their SaaS career who wants more responsibility, exposure and pace than a conventional support role can offer.

Customer Success Specialist Responsibilities

• Support customer onboarding, including client set-up, data checks, user accounts, training and go-live preparation.
• Build strong day-to-day relationships with customers and respond promptly to questions, requests and emerging issues.
• Monitor product usage, customer health and escalation trends, flagging risks and opportunities early.
• Help create and maintain customer knowledge bases, onboarding materials and performance reports.
• Support the team to improve AI-enabled workflows for tracking onboarding, customer health, escalations and feedback.
• Work with Product and Engineering to document customer feedback, technical issues and clear bug reports.
• Help diagnose whether an issue is related to configuration, data quality, user error or the product itself.
• Develop a strong understanding of the platform and explain its value clearly to non-technical users.

Customer Success Specialist Benefits

• Excellent entry point into a high-growth AI startup.
• Hands-on exposure to customers, Product, Engineering and founders.
• A role with genuine development into a more senior Customer Success position.
• Competitive salary, early-stage equity and a four-stage process.

Customer Success Specialist Requirements

This role would suit someone who is:

• Has 1-2 years in Customer Success, Implementation, Account Management, Technical Support, Solutions or a client-facing B2B SaaS environment.
• Is naturally curious, organised and comfortable taking ownership of customer queries.
• Has a genuine interest in AI, automation, SaaS products and how technology solves operational problems.
• Is confident working with data, product dashboards and structured processes, and keen to develop technical confidence.
• Communicates clearly and professionally with both customers and internal teams.
• Is ambitious, hungry to learn and enjoys the pace of a startup environment.
• 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

• Exposure to APIs, integrations, webhooks, CRM or data imports.
• Experience with AI products, workflow tools, Twilio, WhatsApp Business API or customer-support platforms.
• PropTech, property, lettings or B2B SaaS experience.

Key Skills

Customer Success, Technical Customer Success, B2B SaaS, AI, Automation, Onboarding, Implementation, Customer Retention, Product Adoption, Integrations, API, Webhooks, PropTech, Hirecracker, Operations