Senior Customer Success Leader — AI for Frontline Services | 4-Day Week

Earlybird; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

4-day work week

Equity

Hybrid London office

Competitive salary

Job summary

Earlybird is redefining frontline support with an AI-first operating system. You will own a portfolio of accounts end to end, from onboarding to renewal, working closely with the Head of Customer Success & Impact and founders. This senior role offers autonomy, ownership, and influence as we scale.

You’ll drive adoption, deliver training, and turn data into evidence of value for customers and prospective clients, while shaping our support processes and self-serve resources for growth.

Qualifications

• 5+ years in customer success or account management at a B2B software company.
• Led onboarding and rollouts across multiple sites or teams.
• Owned renewals and helped grow accounts, even without a sales target.
• Experience with public sector and mission-led organisations is a strong plus.

Responsibilities

• Be the main point of contact for a set of named accounts, from frontline advisers to senior leaders.
• Lead onboarding and rollout for new customers and programmes, so teams are using Earlybird well within weeks.
• Run regular account reviews that show customers the value they are getting.
• Spot expansion and renewal opportunities and bring them to our sales team with clear context.
• Deliver training to advisers and managers, in person and online.
• Track usage and step in early when adoption drops or an account is at risk.
• Turn customer feedback into clear input for our product and engineering teams.
• Build and maintain usage and impact reporting for your accounts.

Skills

Account management

Customer success

Onboarding

Renewals

Cross-functional collaboration

Data analysis

Job description

Earlybird is redefining frontline support with an AI-first operating system. You will own a portfolio of accounts end to end, from onboarding to renewal, working closely with the Head of Customer Success & Impact and founders. This senior role offers autonomy, ownership, and influence as we scale.

You’ll drive adoption, deliver training, and turn data into evidence of value for customers and prospective clients, while shaping our support processes and self-serve resources for growth.