Lead AI-Driven Customer Success Manager (PropTech, Equity)

Matchtech; Tong; On-site; GBP 70,000 - 120,000; Full time

Job summary

Matchtech is seeking a Lead Customer Success Manager in London to drive onboarding, AI-powered CS workflows, and enterprise client management. You will translate client feedback into product enhancements and own performance reporting for high-value clients.

The role emphasizes designing AI-driven processes, collaborating with founders, and scaling a CS function in an early-stage technology startup.

Qualifications

• Experience in client-facing B2B SaaS roles.
• Proven ability to design AI workflows for operations.
• Experience handling enterprise/high-value clients.
• Comfort with APIs, integrations, data imports/exports, and webhooks.
• Strong diagnostic and problem-solving skills.
• Excellent written and verbal communication; able to simplify tech for non-technical users.
• Experience in fast-moving early-stage startups.
• Familiarity with Twilio, WhatsApp Business API, or email infrastructure.

Responsibilities

• Own end-to-end onboarding from sales handoff to go-live, including technical setup, data validation, and client training.
• Design and deploy AI-powered workflows and evaluate AI tools to scale CS operations.
• Manage client relationships with regular check-ins; monitor health metrics; present performance reports.
• Convert pilot clients to paying customers; track CS metrics; identify expansion opportunities.
• Translate customer feedback into actionable product tickets; communicate updates and rollouts.
• Diagnose and resolve issues from configuration, data quality, or user error; escalate bugs with reproduction steps.

Skills

Client-facing B2B SaaS

AI workflows design

Enterprise client management

APIs & Integrations

Data imports/exports

Diagnostics & root-cause

Technical communication

Startup environment experience

Twilio familiarity

Tools

Twilio

WhatsApp Business API

Email infrastructure

Job description

Matchtech is seeking a Lead Customer Success Manager in London to drive onboarding, AI-powered CS workflows, and enterprise client management. You will translate client feedback into product enhancements and own performance reporting for high-value clients.

The role emphasizes designing AI-driven processes, collaborating with founders, and scaling a CS function in an early-stage technology startup.