Founding Customer Success Manager in London

Founding Customer Success Manager – AI SaaS

London (Tower Bridge) | 5 days onsite | Competitive base + Commissions

We’re partnering with one of the most exciting early-stage AI companies in the market, building a completely new category around AI search visibility .

With strong backing from leading investors and rapid growth already underway, the business is on an ambitious trajectory and has the opportunity to become a category-defining company.

They’re now looking for a Founding Customer Success Manager to join at a pivotal stage of the journey.

You’ll be one of the first people responsible for building the customer function, creating the processes and playbooks that will underpin future growth, and working directly with customers to drive retention, expansion and long-term value.

You’ll have significant ownership and autonomy, with the opportunity to shape how Customer Success operates as the company scales.

The Role

You’ll own the customer journey from onboarding through to renewal and expansion, working with a portfolio of mid-market and enterprise customers and becoming a trusted strategic partner to senior stakeholders.

You’ll combine strong relationship management with a genuine commercial mindset, identifying opportunities to increase customer value, drive expansion and protect recurring revenue.

Alongside managing customers, you’ll help build the CS function from the ground up – developing playbooks, processes and systems that can scale with the business.

What you’ll be doing

• Own the end-to-end customer lifecycle, from onboarding and implementation through to renewal and expansion.
• Build strong, long-term relationships with mid-market and enterprise customers, becoming a trusted advisor to key stakeholders.
• Drive retention, renewals, upsell and cross-sell , with clear ownership of commercial outcomes.
• Lead QBRs, strategic reviews and regular customer conversations, demonstrating the value and impact of the platform.
• Develop a deep understanding of customers’ objectives across SEO, content, digital marketing and wider marketing strategy .
• Identify opportunities to improve customer outcomes, increase product adoption and expand accounts.
• Act as the voice of the customer, feeding insight into Product, GTM and the wider business.
• Build and refine Customer Success processes, playbooks and systems from scratch .
• Work closely with Sales, Product and Marketing to create a joined-up customer experience.
• Help define what excellent Customer Success looks like as the company grows.

What they’re looking for

We’re looking for someone intelligent, ambitious, commercially minded and highly proactive who enjoys operating in an environment where things move quickly and not everything has been figured out yet.

You’ll ideally have:

• Strong experience in Customer Success or Account Management .
• A proven track record of retaining and growing customer accounts .
• Experience managing mid-market and/or enterprise clients and working with senior stakeholders.
• A strong commercial mindset, with experience around renewals, retention, upselling and account expansion .A good understanding of SEO, content, digital marketing or wider marketing strategy .
• Excellent communication skills and the ability to build credibility quickly with customers.
• A proactive approach, someone who spots opportunities and potential issues before they become problems.
• The ability to operate with significant autonomy and take ownership in a fast-moving environment.
• A genuine builder mentality , with the appetite to create processes and playbooks rather than simply follow established ones.
• A willingness to work 5 days a week from the London office (Tower Bridge) .

You don’t necessarily need to come from a traditional SaaS Customer Success background.

They’re particularly interested in candidates from:

• Digital, SEO or marketing agencies
• Account Manager / Account Director roles
• Customer Success roles within SaaS, MarTech or AI
• Data-driven or technology-led businesses
• Fast-growing startups or scale-ups

This is a chance to join early and have influence .

You won’t be inheriting a fully built Customer Success function, you’ll be helping create it. Your ideas, processes and approach will directly influence how the team scales, while giving you exposure to an innovative AI product and some of the most forward-thinking customers in the market.

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