Senior Customer Success Manager

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 the AI operating system for frontline casework. We work across employment support, justice, skills, council services and more, helping the people who support citizens do their best work.

We don't just cut admin. Our products (Conversations, Workscribe, Workspaces and Interpreter) help frontline teams engage the people they support, deliver higher-quality services and achieve better outcomes. Advisers using Earlybird save 50–70 hours of admin a month, and spend that time back with the people they serve.

Our mission is to create a world in which everyone can thrive in employment. Our principle: AI should empower human connection, not replace it.

“I’d genuinely be scared if I went back to my role without Earlybird! The difference it’s made is day and night.” — Frontline adviser

Why now is a great time to join

• Venture-backed: supported by mission-driven VCs like Impact Shakers and Resolution Ventures as well as Google, Innovate UK and the Mayor of London.
• Award-winning: including the Mayor of London’s Innovation Challenge, EU's Rising Innovator 2nd place prize, ERSA's Digital Solution of the Year 2024 & Introducing AI 2025 and many more.
• Trusted: by major providers delivering Central and Local Government contracts.
• Scaling fast: customers are rolling us out, our customer base is growing quickly, there's lots to get stuck into.

The opportunity

This is a chance to help shape customer success at a high-growth AI startup at a pivotal moment. Our customers are rolling Earlybird out across their organisations, and new ones are joining fast. You’ll make sure every one of them sees the difference Earlybird makes, for their staff and for the people they serve.

You’ll own a portfolio of accounts end to end, from onboarding to renewal. You’ll work alongside our Head of Customer Success & Impact as a senior peer, and directly with the founders. We’re a team of senior individual contributors, so you’ll have real autonomy, real ownership and real influence over how customer success is built as we scale.

What you'll do

Own and grow your accounts

• 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 new 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.

Drive adoption and outcomes

• 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.

Use data to show impact

• Build and maintain usage and impact reporting for your accounts.
• Work with the Head of Customer Success & Impact to turn data into evidence of value, for customers and for prospective customers.

Build how we support customers at scale

• Own our customer support process: triage queries, resolve what you can and work with engineering on the rest.
• Own our customer help centre (FAQs, guides and videos) and keep it up to date, so customers can help themselves.
• Document repeatable processes for onboarding, training and account reviews as our customer base grows.

About you

Must-haves

• Venture-backed startup experience: you’ve worked at a VC-backed startup and know the pace, ambiguity and ownership that come with it.
• High autonomy: you thrive as a senior individual contributor. You set your own priorities and deliver without close management.
• AI-first ways of working: you use AI tools every day to work faster and better, and you build your own AI workflows

What you've done

• 5+ years in customer success or account management at a B2B software company, owning a portfolio of accounts.
• Led onboarding and rollouts across multiple sites or teams.
• Owned renewals and helped grow accounts, even if you didn't carry a sales target.
• Experience with public sector and/or mission-led organisations is a strong plus.

How you work

• Relationships: you build trust quickly, from frontline staff to senior leaders.
• Training: you explain clearly and run engaging sessions for non-technical users.
• Data: you're comfortable with usage data, spreadsheets and dashboards, and you use numbers to make your case.
• Process: you like building simple, repeatable systems, such as support workflows, help content and playbooks.
• Commercial awareness: you notice when a customer could get more from Earlybird and know when to bring in sales.
• Ownership: you're happy in an early-stage company where you set up processes as well as follow them.

Our culture and values

At Earlybird, we don't just talk about our values. We hire, reward and even fire based on them.

• We are obsessed with customer value. We put customers' needs, satisfaction and experience first in every decision.
• We are impact-driven. We empower our end users to thrive in employment.
• We earn trust through our actions. Trust sits at the core of how we work together, partner with customers and build our products.
• We empower the best people to be even better. We hire the best people and help them deliver excellence.
• We are inclusive by design. Diversity of thought and inclusive design lead to the best outcomes for our customers and users.
• Competitive salary and meaningful equity.
• A 4-day working week, paid for 5.
• Hybrid working: 1–2 days a week in our London office, the rest wherever you work best.
• Direct access to the founders and real influence over how customer success is built.
• Work that changes how frontline public services run in the UK and beyond.