At a Glance
- Tasks: Build and lead the Customer Success function at a cutting-edge AI startup.
- Company: LightWork AI, a fast-growing property tech startup in London.
- Benefits: Competitive salary plus equity, with opportunities for growth and impact.
- Other info: Join a dynamic team and make a real difference in the industry.
- Why this job: Shape the future of property management with innovative AI solutions.
- Qualifications: 5+ years in B2B SaaS Customer Success, with leadership experience.
The predicted salary is between 80000 - 100000 £ per year.
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.
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.
Lead Customer Success Manager (+ Equity) at LightWork AI in London employer: Jack & Jill
LightWork AI is an innovative property technology startup based in London, offering a dynamic work environment that fosters creativity and growth. As a Lead Customer Success Manager, you will have the unique opportunity to build a customer success function from the ground up, driving meaningful change in the UK property sector while enjoying significant equity in a rapidly scaling company. With a focus on collaboration and employee development, LightWork AI provides a supportive culture that values your contributions and encourages professional advancement.
StudySmarter Expert Advice🤫
We think this is how you could land Lead Customer Success Manager (+ Equity) at LightWork AI in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Jack & Jill. 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 Jack & Jill 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 Lead Customer Success Manager (+ Equity) at LightWork AI in 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 Jack & Jill:Your cover letter is your chance to shine! Tell us why you want to work at Jack & Jill 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 Jack & Jill!
How to prepare for a job interview at Jack & Jill
✨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.
