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- Tasks: Build and lead the Customer Success function for an innovative PropTech AI startup.
- Company: Exciting PropTech AI startup revolutionising property management with autonomous technology.
- Benefits: Equity options, competitive salary, and a chance to shape the future of customer success.
- Other info: Join a dynamic team in London and enjoy significant career growth opportunities.
- Why this job: Make a real impact by transforming traditional workflows into AI-driven operations.
- Qualifications: 5+ years in Customer Success, with leadership experience in B2B SaaS.
The predicted salary is between 80000 - 100000 £ per year.
PropTech AI startup building an autonomous operating system for property management.
You will build the Customer Success function from scratch for a high‑growth startup. Beyond relationship management, you will lead the change management required to help property managers and tenants adopt Felicity, an AI agent handling autonomous operations. This is a player‑coach role requiring technical depth and a strong commercial focus on NRR.
Location: London, UK
Why this role is remarkable:
- Lead the transition from manual workflows to AI‑driven operations in a traditional industry, defining what great CS looks like for autonomous agents.
- Join a scaling team of 22 in Victoria, London, as they close their largest enterprise deals and expand their property management portfolio.
- Founding‑level impact with significant equity, managing existing team members and building out the department's playbooks and infrastructure.
What You Will Do:
- Build and own the entire post‑sale journey, including onboarding, adoption, health scoring, and expansion playbooks from the ground up.
- Drive technical adoption of the AI agent by reducing bypass behaviour and ensuring complex API integrations meet client needs.
- Manage the commercial lifecycle of accounts, overseeing end‑to‑end renewals and identifying upsell opportunities to drive NRR and GRR.
The ideal candidate:
- 5+ years in Customer Success with at least 2 years in a leadership or team lead capacity within a B2B SaaS environment.
- Proven track record of building a CS function from scratch, ideally with technical experience in solutions engineering or backend development.
- Expert in change management with experience driving technology adoption among non‑technical users in industries like PropTech or facilities management.
Lead Customer Success Manager (+ Equity) at PropTech AI startup building an autonomous OS for p[...] employer: Jack & Jill
Contact Detail:
Jack & Jill Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Lead Customer Success Manager (+ Equity) at PropTech AI startup building an autonomous OS for p[...]
✨Tip Number 1
Network like a pro! Reach out to people in the PropTech space on LinkedIn or at industry events. We can’t stress enough how valuable personal connections are when it comes to landing that dream job.
✨Tip Number 2
Show off your skills! Prepare a portfolio or case studies that highlight your experience in Customer Success and change management. We want to see how you’ve driven tech adoption and built teams from scratch.
✨Tip Number 3
Practice makes perfect! Get ready for those interviews by doing mock sessions with friends or mentors. We recommend focusing on your leadership style and how you’d approach building a CS function at a startup.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Lead Customer Success Manager (+ Equity) at PropTech AI startup building an autonomous OS for p[...]
Some tips for your application 🫡
Show Your Passion for Customer Success: When writing your application, let us see your enthusiasm for building customer success functions. Share specific examples of how you've driven change and improved customer experiences in previous roles. We want to know what makes you tick!
Tailor Your Experience: Make sure to highlight your relevant experience in B2B SaaS and any leadership roles you've held. We’re looking for someone who can build from scratch, so don’t be shy about showcasing your achievements in similar environments.
Be Clear and Concise: Keep your application straightforward and to the point. Use bullet points where possible to make it easy for us to see your key skills and experiences. Remember, clarity is key when you're communicating your technical depth and commercial focus!
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 us you’re keen on joining our team!
How to prepare for a job interview at Jack & Jill
✨Know Your Stuff
Make sure you understand the ins and outs of Customer Success, especially in a B2B SaaS context. Brush up on your knowledge about AI-driven operations and how they can transform traditional workflows. This will show that you're not just familiar with the role but also passionate about the industry.
✨Showcase Your Leadership Skills
Since this role involves building a Customer Success function from scratch, be ready to discuss your previous leadership experiences. Prepare examples of how you've successfully led teams or projects, particularly in change management and technology adoption. Highlight your ability to motivate and guide others through transitions.
✨Prepare for Technical Questions
Given the technical depth required for this position, expect questions about API integrations and solutions engineering. Brush up on relevant technical concepts and be prepared to discuss how you've tackled similar challenges in the past. This will demonstrate your capability to bridge the gap between technical and non-technical users.
✨Align with Their Vision
Research the company’s mission and values, especially their focus on transforming property management through AI. Be ready to articulate how your vision aligns with theirs and how you can contribute to their growth. Showing that you’re on the same page will make a strong impression.