At a Glance
- Tasks: Drive customer success with AI-powered solutions and build strong client relationships.
- Company: Join a fast-growing B2B SaaS startup in the PropTech space.
- Benefits: Competitive salary, equity options, and a flexible 4-day work week.
- Other info: Great opportunity for career growth in a dynamic startup environment.
- Why this job: Be part of an innovative team shaping the future of customer success with AI.
- Qualifications: Experience in customer-facing roles; tech-savvy and eager to learn.
The predicted salary is between 40500 - 49500 £ per year.
We are hiring a Customer Success Lead / Customer Success Manager / Customer Success Specialist for an early-stage B2B SaaS business building an AI-powered platform for the property industry. The platform uses AI to automate operational workloads across property management, including customer communications, compliance workflows, maintenance coordination and scheduling. The business is now expanding its Customer Success function as it moves from pilot customers into a growing commercial client base.
There are three separate positions available, with responsibility and salary aligned to level:
- Customer Success Lead – £60–70k + equity
- Customer Success Manager – £50–60k + equity
- Customer Success Specialist – £40–50k + equity
The roles are based in London and require four days per week in the office. These opportunities are best suited to candidates looking to take the next step in their Customer Success careers and take on meaningful ownership within a fast-growing startup.
For the Customer Success Lead position, the ideal candidate will typically have around 3–4 years of relevant experience, including strong hands-on exposure to Customer Success within an early-stage B2B SaaS environment. This is a hands-on Lead position and an opportunity to take a significant step up in responsibility, rather than an established Head of Customer Success or senior people-management role.
For the Manager and Specialist positions, we are open to candidates with less experience, including people coming from adjacent client-facing backgrounds such as Sales, GTM, Account Management, Implementation or other relevant commercial roles. Across all three positions, we are particularly interested in people with strong academic backgrounds, excellent communication skills, technical aptitude and genuine hands-on experience using AI to improve how they work.
This is not a traditional relationship-management-only Customer Success role. The strongest candidates will be interested in how software works, comfortable diagnosing technical and operational problems, and excited by the opportunity to use AI and automation to build a highly scalable Customer Success function.
The Customer Success Lead / Customer Success Manager / Customer Success Specialist will:
- Own customer relationships following the sales handover and ensure customers realise clear value from the platform.
- Support customers through onboarding, implementation and go-live.
- Run kickoff calls, establish onboarding plans and set clear expectations.
- Coordinate technical implementation with Engineering, including data imports, communications setup and user configuration.
- Train customer teams on the platform and drive successful product adoption.
- Manage ongoing customer relationships through regular check-ins and performance reviews.
- Monitor customer health, product usage and performance to identify potential issues early.
- Diagnose whether issues stem from configuration, data quality, user behaviour or genuine product bugs.
- Resolve operational and technical issues directly where possible and escalate confirmed bugs clearly to Engineering.
- Work closely with Product and Engineering to ensure customer feedback informs product development.
- Translate customer feedback into structured and actionable product requirements.
- Support customers as new products, modules and AI capabilities are launched.
- Help convert pilot customers into paying customers.
- Drive strong retention and minimise churn.
- Identify opportunities for increased product adoption, expansion and additional revenue.
- Track Customer Success performance across adoption, retention, customer value and commercial outcomes.
- Help develop the processes, tooling and operating model required to scale the Customer Success function.
- Use AI and automation to improve onboarding, customer health monitoring, escalation management, reporting and feedback workflows.
A key part of the role will be building an AI-first approach to Customer Success. The business wants people who can do more than simply use AI for basic productivity. Candidates should be interested in designing and deploying workflows and automations that solve real operational problems and allow a small Customer Success team to support a growing customer base efficiently.
Candidates should have:
- For the Lead role, typically around 3–4 years of relevant professional experience, with strong hands-on B2B SaaS Customer Success exposure.
- For the Manager and Specialist roles, relevant Customer Success experience or transferable experience from an adjacent client-facing role.
- Experience in a client-facing B2B SaaS, enterprise software or technology environment for the more experienced positions.
- Ideally, experience working within an early-stage startup or scaling software business.
- A strong academic background.
- Evidence of strong progression, ownership and the ability to take on responsibility quickly.
- Genuine hands-on experience using AI tools, workflows or automation to solve real problems.
- Strong technical curiosity and the ability to become confident with complex software products.
- For the more experienced positions, an understanding of concepts such as APIs, integrations, data imports and exports, or webhooks.
- Strong problem-solving and diagnostic skills.
- Excellent written and verbal communication skills.
- The ability to explain technical concepts clearly to non-technical customers.
- Strong commercial awareness and an understanding of how Customer Success contributes to adoption, retention and revenue.
- Comfort working in a fast-moving, early-stage startup environment with significant ownership and ambiguity.
Highly advantageous:
- Experience within an early-stage B2B SaaS startup.
- Direct Customer Success experience within a technical SaaS product.
- Experience building Customer Success processes or tooling from scratch.
- Experience building AI-powered workflows, automations, dashboards or internal tools.
- Experience supporting integrations with CRMs, ERPs or other third-party systems.
- Familiarity with tools such as HubSpot, Linear, Notion, Slack or similar SaaS platforms.
- Exposure to communications technology such as WhatsApp Business, Twilio or email infrastructure.
- Experience supporting enterprise or high-value customers.
- Experience helping customers move from pilot or trial usage into paid contracts.
- Experience working with AI-powered products and setting realistic expectations around AI performance.
- Basic SQL or data-querying capability.
- Experience within PropTech, property management, lettings or real estate.
Location and working pattern: London, 4 days per week in the office, Full-time £40,000–£70,000 + equity, depending on role level.
This is an opportunity to join an early-stage AI business while its Customer Success function is still being built. You will work closely with customers, Product, Engineering and the founding team, with the opportunity to influence how Customer Success operates as the company scales. For ambitious candidates with a few years of experience, these roles offer unusually broad ownership across customer relationships, technical implementation, commercial outcomes, product feedback and AI-powered Customer Success operations. The Customer Success Lead position in particular is suited to someone who has developed quickly within B2B SaaS Customer Success and is now ready to take on broader responsibility within a startup, without needing an extensive prior management background.
Customer Success Manager in City of London employer: Intelligent People
As a leading provider of SaaS solutions in the UK social housing sector, our company is committed to fostering a collaborative and innovative work culture that empowers employees to make a real impact. With a focus on professional development, we offer comprehensive training to transition you into a Product Manager role, ensuring you grow alongside our mission to enhance housing technology. Enjoy the flexibility of remote work while being part of a team dedicated to transforming the future of social housing.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in City of London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Intelligent People. 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 Intelligent People 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 Customer Success Manager in City of 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 Intelligent People:Your cover letter is your chance to shine! Tell us why you want to work at Intelligent People 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 Intelligent People!
How to prepare for a job interview at Intelligent People
✨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.
