Job Title
Lead Customer Success Manager
Salary
Not Disclosed + Equity
Company Description
LightWork AI is a London-based property technology startup building an autonomous AI operating system for property management, currently scaling with a growing portfolio of UK clients and closing its largest enterprise deals to date.
Job Description
As Lead Customer Success Manager at LightWork AI, you will build the CS function from the ground up. You’ll own the end-to-end post-sale journey for Felicity, an autonomous AI agent. This player‑coach role focuses on driving deep adoption and change management within the UK property sector to ensure AI delivers real‑world value.
Location
London, UK
Why this role is remarkable
- Build a CS function from scratch at a high‑growth AI startup rather than inheriting a legacy process or existing org chart.
- Solve complex change management problems by helping traditional property firms trust and adopt autonomous AI agents to handle real‑world operations.
- Secure a founding‑level role with significant equity in a company that has already achieved real traction and enterprise scale.
What You Will Do
- Design and implement the full onboarding and adoption lifecycle, ensuring clients move from sale to active deployment and deep product usage.
- Manage and develop the existing CS team while scaling the function through new hires and the creation of formal SLAs and playbooks.
- Act as a commercial driver by owning renewals and identifying expansion opportunities, while providing the product team with critical customer insights.
The ideal candidate
- 5+ years of B2B SaaS Customer Success experience, including at least 2 years in a leadership or team lead capacity.
- Proven track record of building or transforming a CS function from scratch, ideally within the PropTech or AI sectors.
- Strong technical fluency—ideally a background in engineering or solutions—to manage complex API integrations and hold credibility with technical stakeholders.
