Customer Success Executive in City of London

People are the most important part of any organisation. They are how care is delivered, how children are supported, how services run, how customers are looked after, and how the world keeps moving.

Lily is an AI hiring platform helping large organisations transform the way they recruit, retain, and develop frontline workers. Our customers are the organisations that care for the people we love, educate our children, support vulnerable adults, entertain us, and keep essential services running.

Hiring for these roles is one of the biggest challenges in the economy. It is often slow, expensive, manual, and deeply operationally painful. It also matters enormously. The right person in the right role can change the experience of a child, a patient, a resident, a family, a team, or an entire organisation.

Most AI hiring tools are built for desk-based roles. Lily is built for the people who do not sit at desks. The care workers looking after vulnerable adults. The support workers in children's homes. The nursery staff and teaching assistants shaping children's early years. The frontline teams that carry so much of society on their shoulders.

We are here to make hiring faster, fairer, more human, and radically more effective for the organisations doing this work. We are growing quickly, and this role is part of how we scale well.

This is a hybrid customer success and operations role, sitting at the centre of customer onboarding, account health, platform configuration, and day-to-day delivery.

You will work directly under our co-founder and Head of Customer Success, supporting a growing portfolio of organisations through onboarding, activation, and account health. Part of the job is execution: making sure accounts are set up correctly, integrations are running cleanly, and nothing falls through the cracks. The bigger part is ownership: being the person who spots a problem and sorts it, without waiting to be asked.

We are an AI-first company. A lot of the manual, repetitive work in this role is on a shrinking trajectory as we build smarter tooling. That's by design. We want this person's time to shift progressively toward the work that matters most: building relationships, keeping customers on track, and helping organisations change the way they hire.

What you will do:

• Set up and configure customer accounts on the Lily platform, including jobs, locations, users, automations, and integrations.
• Guide organisations through transforming how they hire, often using AI tools for the first time.
• Keep accounts healthy by monitoring progress, spotting stalls, and taking action before issues escalate.
• Own customer communications and follow-ups across your portfolio.
• Occasionally support candidates directly when something needs sorting quickly.
• Join success calls and drive actions off the back of them.
• Work closely with sales and product to keep customers moving toward their goals.
• Help shape the playbooks, processes, and standards that define customer success at Lily.

What we are looking for:

• Experience in customer success helps, but it is not the deciding factor. What matters more is how you work.
• You take ownership. If something is blocked, you find out why and fix it rather than waiting for direction.
• You are reliable. We are a small team. When someone is not on top of their accounts, everyone notices.
• You are a good communicator. On the phone, over email, in a Slack message. Clear, warm, and direct.
• You pick things up quickly. The platform, the customers, and the processes all change regularly. You adapt.
• You care about the work. We are helping organisations hire the people who look after some of the most vulnerable in society. That context matters to us, and we would like it to matter to you too.
• You are curious about AI. We are on the bleeding edge of what AI can do in recruitment. We want someone who wants to be there too, not just comfortable with it, but genuinely interested in what comes next.

What you will get:

• A front-row seat at a fast-moving AI startup doing work that matters.
• Direct access to the founders and real input into how the customer success function is built.
• A role that grows as we do: this is an early hire in a function we are actively shaping.
• Salary in the region of £28,000 to £32,000 depending on experience.
• Remote-first working, with occasional travel to customer sites and team meetups.
• The chance to help build a product that changes how essential frontline organisations hire.