At a Glance
- Tasks: Lead customer success initiatives and ensure clients maximise their use of Earlybird.
- Company: Join a fast-growing AI startup transforming frontline services.
- Benefits: Enjoy a competitive salary, equity, and a 4-day work week.
- Other info: Collaborate directly with founders and shape the future of customer success.
- Why this job: Make a real impact on public services while working with innovative technology.
- Qualifications: 5+ years in customer success at a B2B software company, preferably in a startup.
The predicted salary is between 49500 - 60500 £ per year.
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. 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.
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.
Senior Customer Success Manager in London employer: Earlybird
Earlybird is an exceptional employer that fosters a dynamic and inclusive work culture, where interns are empowered to engage directly with real investment deals and contribute meaningfully to the decision-making process. Located in vibrant cities like Berlin, Munich, and London, we offer unparalleled opportunities for personal and professional growth in the fast-paced world of technology and venture capital, making it an ideal environment for aspiring investors.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Earlybird. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Earlybird before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Success Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Earlybird:Your cover letter is your chance to shine! Tell us why you want to work at Earlybird specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Earlybird!
How to prepare for a job interview at Earlybird
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
