At a Glance
- Tasks: Support customer onboarding and ensure account health on our innovative AI platform.
- Company: Join a fast-moving AI startup transforming frontline hiring for essential services.
- Benefits: Competitive salary, remote-first work, and direct access to founders.
- Other info: Opportunity to shape processes and standards in a dynamic environment.
- Why this job: Make a real impact by helping organisations hire those who care for our communities.
- Qualifications: Customer success experience is a plus, but passion and care for the work matter most.
The predicted salary is between 28000 - 32000 £ per year.
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. It is often slow, expensive, manual, and deeply operationally painful. 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.
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. A lot of the manual, repetitive work in this role is on a shrinking trajectory as we build smarter tooling. 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'll do:
- Set up and configure customer accounts on the Lily platform, including jobs, locations, users, automations, and integrations.
- 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.
- Help shape the playbooks, processes, and standards that define customer success at Lily.
What we're looking for:
Experience in customer success helps, but it is not the deciding factor. When someone is not on top of their accounts, everyone notices. On the phone, over email, in a Slack message. You care about the work. We are helping organisations hire the people who look after some of the most vulnerable in society.
What you'll 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.
- 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.
Customer Success Executive (Hybrid) in City of London employer: Lily
At Lily, we pride ourselves on being an excellent employer by fostering a dynamic and supportive work culture that prioritises employee growth and innovation. As a Customer Success Executive, you'll enjoy direct access to our founders, the opportunity to shape the customer success function, and the flexibility of remote-first working, all while contributing to meaningful change in how organisations hire. Join us at the forefront of AI in recruitment, where your contributions will directly impact the lives of those who care for society's most vulnerable.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Executive (Hybrid) in City of London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Lily. 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 Lily 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 Customer Success Executive (Hybrid) in City of 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 Lily:Your cover letter is your chance to shine! Tell us why you want to work at Lily 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 Lily!
How to prepare for a job interview at Lily
✨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.
