Digital Product (AI) Customer Success Lead

Mitie; London; On-site; GBP 45,000 - 65,000; Full time

Job summary

Join Mitie to lead customer success in digital solutions, transforming facilities management. This role involves developing strategies to enhance digital product engagement, training stakeholders, and advocating for AI use in operations. You will collaborate with various teams to ensure effective adoption and support for innovative tools.

Benefits

Flexible lifestyle benefits platform

High street discounts via MiDeals

Cycle-to-work scheme

Enhanced pension contributions

Employee recognition with Mitie Stars

Cash prizes and awards

Diverse training and development resources

Salary Finance scheme

Access to virtual GP

Qualifications

• Proven experience in customer success and digital product delivery.
• Track record of implementing customer success programmes.
• Passionate about innovation and making a positive impact.

Responsibilities

• Develop and lead customer success programmes for digital products.
• Identify training needs and collaborate on creating guides and training sessions.
• Promote AI adoption and develop resources to build trust in technology.

Skills

Analytical skills

Problem-solving

Collaboration

Influencing skills

Communication

Education

Degree qualification or substantial demonstrable experience

Recognised Quality qualification

Job description

The Opportunity

Join us in shaping the future of the built environment. This is a unique chance to lead the adoption of AI-enabled digital solutions within Mitie and our clients, transforming facilities management and creating high-performing, future-ready spaces.
Key Responsibilities

• Develop and lead a customer success programme centred on digital products with AI-enhanced features.
• Act as the vital link between product teams and end users, translating technical capabilities into practical benefits.
• Design and implement engagement strategies to build awareness, interest, and confidence in new digital tools.
• Identify training needs and collaborate with Learning & Development to produce guides, best practices, and training sessions.
• Gather user feedback, monitor adoption metrics, and identify opportunities for further support.
• Facilitate pilots and phased rollouts, managing change and building success stories.
• Work with internal teams to embed digital innovations into everyday operations.
• Support local champions and super users, fostering ownership and ongoing momentum.
• Promote operational excellence through product development and develop expertise in lean six sigma (training provided), including the concept of an 'AI Blackbelt'.
• Advocate for AI adoption, creating simple resources (FAQs, use cases, briefs) to demystify technology and build trust.

Internal & External Interactions

• Internal: Division and Business Unit Leaders, Operational Excellence Teams, Learning & Development, Marketing, and IT.
• External: Existing clients, sales, and bid teams supporting new customer engagement.

Person Specification

Essential:

• Proven experience in customer success, digital product delivery, and data-driven business change.
• Track record of implementing customer success programmes and translating tech insights into actionable change.
• Strong analytical, problem-solving, and influencing skills.
• Excellent communicator with collaborative and leadership abilities.
• Passionate about innovation and making a positive impact.
• Adaptable in fast-paced environments.

Personal Attributes:

• Confident in influencing senior stakeholders.
• Skilled in people management within a matrix environment.
• Flexible, adaptable, and deadline-driven.
• Outstanding verbal, written, and presentation skills with a professional demeanour.

Nice to Have:

• Degree qualification or substantial demonstrable experience.
• Recognised Quality qualification.

Ready to make a difference? Join us and help shape the future of smarter, better places.

Our market-leading offering provides you with benefits that suit your lifestyle.

We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.

When you join us, we'll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days' holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!

We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).

We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there's a chance to scoop a top prize of £10,000!

Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing Karen Hayes at [e-mail].

Since 1987, Mitie's 72,000 employees have been maintaining companies globally. We are the UK's leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.

Join our Mitie Team.

Together our diversity makes us stronger.