Lead AI-Driven Customer Success Manager - PropTech

Hirecracker®; Greater London; Vor Ort; GBP 60.000 - 80.000; Vollzeit

Benefits dieser Stelle

Equity

Work with founders

Competitive salary

Product exposure

Four-stage interview

Zusammenfassung

Hirecracker is seeking a Lead Customer Success Manager in London to own the client journey from onboarding to adoption, pilot-to-paid conversion and account growth. You will be the main bridge between customers, Product, Engineering and the AI team, shaping the platform’s future as it scales.

You will build AI-enabled workflows, diagnose issues across configuration, data quality, or product bugs, and drive meaningful equity while working four days per week from the London office.

Qualifikationen

• Experienced in a client-facing B2B SaaS role.
• Commercially strong with evidence of adoption, pilot-to-paid conversion, retention and expansion.
• Hands-on with AI tools and automations to design or deploy workflows.
• Technically confident around APIs, integrations, data imports/exports, webhooks and dashboards.
• Structured problem-solver who identifies root causes before involving Engineering.
• Able to clearly communicate technical concepts to non-technical stakeholders.
• Four days per week in London office.
• First from a Russell Group university, or 2:1 from a leading university (e.g., Oxford, Cambridge, Imperial, Warwick, UCL).
• Experience with Twilio, WhatsApp Business API, email infrastructure or CS tooling.
• Experience supporting CRM, ERP, PM systems or other third-party integrations.
• Experience in PropTech or operationally complex B2B SaaS.
• Basic SQL or data querying; experience with product analytics.
• Experience in an early-stage startup building processes from scratch.

Aufgaben

• Own end-to-end customer onboarding from sales handover to go-live, including kick-off, timelines, training and checks.
• Coordinate technical setup including data imports, user accounts and communication 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 growth opportunities.
• Monitor and report on customer health, including resolution rates, escalations, response times, satisfaction and usage.
• Build AI-powered CS workflows for health monitoring, escalation, onboarding tracking, reporting and feedback routing.
• Maintain customer knowledge bases; ensure the platform is configured for the right experience.
• Translate feedback into product tickets; work with Product and Engineering on priorities.
• Troubleshoot issues, escalate confirmed bugs with context and reproduction steps.
• Help shape a scalable CS function in an early-stage business.

Kenntnisse

Customer Success

SaaS

Onboarding

Account Growth

Product Adoption

Integrations

API

Webhooks

PropTech

Hirecracker

Data Analytics

Problem Solving

Technical Communication

Ausbildung

Top-tier degree (Russell Group)

Tools

Twilio

WhatsApp Business API

Email infrastructure

CS tools

Jobbeschreibung

Hirecracker is seeking a Lead Customer Success Manager in London to own the client journey from onboarding to adoption, pilot-to-paid conversion and account growth. You will be the main bridge between customers, Product, Engineering and the AI team, shaping the platform’s future as it scales.

You will build AI-enabled workflows, diagnose issues across configuration, data quality, or product bugs, and drive meaningful equity while working four days per week from the London office.