Head of Customer Success - AI Workflows & Onboarding

Prism Digital

Greater London

Hybrid

GBP 54,000 - 66,000

Full time

6 days ago

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Benefits offered by this job

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Job summary

Prism Digital in London is hiring a Lead Customer Success Manager to build and own the CS function for an AI-powered property operations platform. You will oversee onboarding from sales handoff to go-live, drive pilot-to-paid conversions, and design automation to support a growing client base.

You will work with an AI assistant and knowledge base that handles tenant interactions via channels like WhatsApp, email, and SMS, integrating with property management systems and tools such as Linear,

Qualifications

B2B SaaS: 3+ years client-facing experience in customer success, technical account management, or solutions.
Experience building AI-powered automations or agents, not just usage.
Proven ability to convert pilot/trial customers to paid customers.
Comfort with APIs, integrations, webhooks and data imports.
Ability to diagnose configuration issues, data quality problems, and genuine bugs.
Onboarding ownership end-to-end from sales handoff to go-live.

Responsibilities

Build and lead the customer success function within an early-stage AI startup.
Own post-live client relationships and drive retention and expansion.
Architect automation to scale a growing client base without linear headcount growth.
Define health monitoring, escalation workflows, and onboarding trackers.
Collaborate with founders and product team to feed customer learnings into the roadmap.