Lead 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

Lead Customer Success Manager

Salary: £60,000 – £80,000 basic salary + meaningful early-stage equity
Location: London (4 days per week office-based)
Employment: Full Time, Permanent

This is an opportunity to join a fast-growing, venture-backed AI startup transforming how property businesses operate. Its AI platform automates the operational work that slows down property managers, lettings teams and build-to-rent operators, allowing customers to run more efficiently while delivering a better service to tenants.

Already live with pilot customers and building towards commercial scale, the business is looking for a commercially minded, technically capable Customer Success professional to help turn early traction into long-term customer growth.

The Role

As Lead Customer Success Manager, you will own the client journey from sales handover and onboarding through to adoption, pilot-to-paid conversion, retention and account growth. You will be the key link between customers, Product, Engineering and the AI team, ensuring customer feedback directly shapes the platform as it scales.

This is not a traditional relationship-management role. You will build AI-enabled workflows and practical CS processes that allow a small team to support an expanding client base without simply adding headcount. You will be comfortable in product dashboards, working with customer data and diagnosing whether an issue is configuration, data quality, user error or a genuine product bug.

Lead Customer Success Manager Responsibilities:

• Own end-to-end customer 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 communication channels such as email, SMS and 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, escalation triage, onboarding tracking, reporting and feedback routing.
• Maintain customer knowledge bases and ensure the platform is configured to deliver the right customer experience.
• Translate customer feedback into clear, actionable product tickets and work closely with Product and Engineering on priorities.
• Troubleshoot technical and operational issues, escalating confirmed bugs with clear context and reproduction steps.
• Help shape the foundations of a scalable Customer Success function in an ambitious early-stage business.

Lead Customer Success Manager Benefits:

• Key role in a high-growth AI startup with genuine influence on how the customer function is built.
• Work closely with founders and a small, high-calibre team.
• Competitive salary and meaningful early-stage equity.
• Exposure to a product solving real operational problems in a large, underserved market.
• Four-stage interview process with pace for the right person.

Lead Customer Success Manager Requirements:

This role would suit someone who is:

• Experienced in a client-facing B2B SaaS role such as Customer Success, Technical Account Management, Solutions Engineering or a similar technical customer role.
• Commercially strong, with clear evidence of driving adoption, pilot-to-paid conversion, retention and expansion.
• Hands-on with AI tools and automations, with examples of designing or deploying workflows that solve operational problems.
• Technically confident around APIs, integrations, data imports and exports, webhooks and product dashboards.
• A structured problem-solver who can identify the root cause of a customer issue before involving Engineering.
• Comfortable communicating technical concepts clearly to non-technical stakeholders.
• Happy working four days per week from the London office and energized by the pace and ownership of a startup.
• Academically strong: a First from a Russell Group university, or at minimum a 2:1 from a leading university such as Oxford, Cambridge, Imperial, Warwick or UCL.

Desirable:

• Experience with Twilio, WhatsApp Business API, email infrastructure or CS operations tooling.
• Experience supporting CRM, ERP, property management system or other third-party integrations.
• Experience in PropTech, property management, lettings or another operationally complex B2B SaaS environment.
• Basic SQL, data querying or experience working with product analytics.
• Experience in an early-stage startup where processes have been built from scratch.

Key Skills:

Customer Success Manager, Technical Customer Success, Technical Account Manager, SaaS, AI, Automation, B2B SaaS, Onboarding, Customer Retention, Account Growth, Product Adoption, Integrations, API, Webhooks, PropTech, Hirecracker, HCOperations