At a Glance
- Tasks: Build and grow customer success from scratch, ensuring customers thrive with our AI solutions.
- Company: Join a fast-growing AI startup backed by Y Combinator and a $13m series A funding.
- Benefits: Competitive salary, equity, private healthcare, and exciting team socials.
- Other info: Opportunity to create processes and lead a team as we scale.
- Why this job: Shape the future of customer service and make a real impact in a dynamic environment.
- Qualifications: Experience in customer success or account management, strong communication skills, and a degree from a top university.
The predicted salary is between 60000 - 80000 £ per year.
About Elyos AI
We’re building the next generation of customer service with AI Agents. Our agents answer calls, reply to emails and WhatsApp messages, make bookings, take payments, and operate the CRM in the same way a human would. We founded Elyos in June 2023 and took part in the Y Combinator S23 batch. Since then, we’ve been growing revenue ~30% month on month and shipping fast. We recently raised a $13m series A to turbocharge our growth.
Why join us?
If you care deeply about customer outcomes, love building functions from scratch, and want to sit at the centre of product, engineering, and customers, this role is for you. As our Founding Customer Success Lead, you’ll define how customers onboard, adopt, and expand with Elyos, and you’ll own retention and long-term value from day one. You’ll work hands‑on with AI agents that handle real customer conversations, bookings, and payments, helping customers trust automation in mission‑critical workflows.
About the Role
We’re hiring a Founding Customer Success Lead to build customer success at Elyos from zero. You’ll work directly with Adrian (CEO) and partner closely with product and engineering to ensure customers achieve measurable value quickly and consistently. This is a builder role. You won’t inherit a playbook - you’ll create it. You’ll own onboarding, success metrics, renewals, expansions, and the feedback loop that shapes the product as we scale.
Key Responsibilities
- Customer Outcomes & Retention
- Define what “success” means for different customer segments and track it rigorously
- Monitor customer health signals and intervene early to prevent churn
- Run regular check‑ins, reviews, and performance discussions with customers
- Identify expansion opportunities through increased usage, new channels, or additional workflows
- Own renewals and retention outcomes as the company scales
- Fix small bugs in the product to satisfy customer needs
- Product Feedback & Enablement
- Be the voice of the customer internally, ensuring real‑world usage shapes the roadmap
- Translate customer feedback into clear product requirements and priorities
- Partner with product and engineering to close gaps surfaced during onboarding and usage
- Help define standards for conversation quality, workflows, and automation logic
- Building the CS Function
- Create customer success processes, playbooks, and tooling from scratch
- Define metrics, reporting, and success dashboards
- Build and eventually lead a customer success team as we grow
- Establish a high bar for ownership, responsiveness, and customer impact
Experience
- Experience in customer success, implementation, or account management in B2B SaaS
- Strong communicator who can build trust with both customers and internal teams
- Comfortable working with technical products and explaining them clearly
- Highly organised, process‑driven, and able to manage multiple customer relationships
- Thrives in fast‑paced, ambiguous startup environments
- Commercially minded with a strong sense of ownership over outcomes
- Degree from a top university
Bonus
- Experience working with AI, automation, or developer‑adjacent products
- Background in product, operations, or technical implementation
- Early‑stage startup experience
- Familiarity with usage‑based or expansion‑driven revenue models
- Experience with coding
Perks & Benefits
- Competitive salary & equity - we are building together, we win together
- AI‑focused learning & development - stay ahead of the curve.
- Team socials & annual offsites - cool destinations included (last year we went to Greece!).
- Private healthcare - because your well‑being matters.
Founding Customer Success Lead: Build & Grow CS in London employer: Elyos AI
Elyos AI is an exceptional employer for those passionate about customer success and innovation in the AI space. As a founding member of our Customer Success team, you'll have the unique opportunity to shape processes from the ground up while working closely with our dynamic leadership and engineering teams. With competitive salaries, equity options, and a strong focus on professional development, Elyos fosters a collaborative and fast-paced work culture that prioritises employee well-being and growth.
StudySmarter Expert Advice🤫
We think this is how you could land Founding Customer Success Lead: Build & Grow CS in London
✨Tip Number 1
Get to know the company inside out! Research Elyos AI, their mission, and how they’re shaking up customer service with AI. This will help you tailor your conversations and show that you’re genuinely interested in being part of their journey.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events where Elyos might be present. Building relationships can give you insider info and potentially a referral, which is always a bonus!
✨Tip Number 3
Prepare for the interview by thinking about how you’d define success for different customer segments. Be ready to share your ideas on onboarding and retention strategies, as this role is all about building from scratch!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the team at Elyos AI.
We think you need these skills to ace Founding Customer Success Lead: Build & Grow CS in London
Some tips for your application 🫡
Show Your Passion for Customer Success:When writing your application, let us know why you care about customer outcomes. Share any experiences where you've made a real impact in customer success or similar roles. We want to see your enthusiasm shine through!
Be Clear and Concise:We appreciate straightforward communication. Make sure your application is easy to read and gets straight to the point. Highlight your relevant experience and skills without fluff – we’re all about efficiency here!
Tailor Your Application:Don’t just send a generic application! Take the time to align your skills and experiences with what we’re looking for in the Founding Customer Success Lead role. Show us how you can build and grow customer success at Elyos.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Elyos AI
✨Understand the Customer Success Landscape
Before your interview, dive deep into what customer success means in a B2B SaaS context. Familiarise yourself with key metrics like NPS, churn rates, and customer health scores. This will help you articulate how you can define success for different customer segments at Elyos.
✨Showcase Your Problem-Solving Skills
Elyos is looking for someone who can build processes from scratch. Prepare examples of how you've tackled challenges in previous roles, especially in fast-paced environments. Highlight your ability to identify issues early and implement effective solutions to prevent churn.
✨Communicate Clearly and Confidently
As a Founding Customer Success Lead, you'll need to build trust with both customers and internal teams. Practice explaining complex technical concepts in simple terms. This will demonstrate your strong communication skills and your comfort with technical products.
✨Be Ready to Discuss AI and Automation
Since Elyos is focused on AI-driven customer service, brush up on your knowledge of AI and automation technologies. Be prepared to discuss how these tools can enhance customer experiences and how you envision integrating them into customer success strategies.
