CSM Manager in London

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.

• 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.
• Coordinate technical implementation with Engineering, including data imports, communications setup and user configuration.
• 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.
• Support customers as new products, modules and AI capabilities are launched.
• Help convert pilot customers into paying customers.
• 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. 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.

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. 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 commercial awareness and an understanding of how Customer Success contributes to adoption, retention and revenue. 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. 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.

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.