Lead AI-Driven Customer Success Manager

Hirecracker; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Benefits offered by this job

Early-stage equity

Competitive salary

Impactful role

Job summary

Hirecracker is seeking a Lead Customer Success Manager in London to own the client journey from onboarding to adoption and expansion. You will bridge between customers, Product, Engineering and the AI team to shape a scalable CS function in a fast-growing startup.

You’ll build AI-enabled workflows, manage senior client relationships, and convert pilots into paid growth while ensuring data quality and a superior customer experience. Four days per week in the London office is required.

Qualifications

• Experience in a client-facing B2B SaaS role such as Customer Success or Technical Account Management.
• Commercial track record driving adoption, pilot-to-paid conversion, retention and expansion.
• Hands-on with AI tools and automations to design workflows that solve operational problems.

Responsibilities

• Own end-to-end onboarding from sales handover to go-live, including kick-off calls, timelines, training and quality checks.
• Coordinate technical setup including data imports, user accounts and comms channels (email, SMS, WhatsApp).
• Manage senior client relationships through regular check-ins, performance reviews and proactive problem-solving.
• Convert pilot customers into paying clients, drive adoption and identify opportunities to grow accounts.
• Monitor and report on customer health, including resolution rates, escalations, response times, satisfaction and product usage.
• Build and improve AI-powered CS workflows for health monitoring and escalation triage.
• Maintain customer knowledge bases and ensure proper platform configuration.
• Translate customer feedback into product tickets and work with Product/Engineering on priorities.
• Troubleshoot technical issues and reproduce steps; escalate confirmed bugs with context.
• Help shape a scalable Customer Success function in a fast-growing startup.

Skills

Customer Success

Technical Account Management

SaaS

AI

Automation

Onboarding

Customer Retention

Account Growth

Product Adoption

Integrations

API

Webhooks

PropTech

Hirecracker

Job description

Hirecracker is seeking a Lead Customer Success Manager in London to own the client journey from onboarding to adoption and expansion. You will bridge between customers, Product, Engineering and the AI team to shape a scalable CS function in a fast-growing startup.

You’ll build AI-enabled workflows, manage senior client relationships, and convert pilots into paid growth while ensuring data quality and a superior customer experience. Four days per week in the London office is required.