Customer Success Manager

PAIR is a fast-growing, London-headquartered tech startup that provides the AI adoption layer for enterprise. We help professionals master tools like ChatGPT, Copilot, and Claude Cowork, and we help organisations rebuild themselves around AI. Backed by Seedcamp and Venrex, we have assembled a high-calibre team with the ambition and customer traction to scale very fast. We’re looking for an experienced Customer Success Manager to turn our customers' AI ambitions into real adoption, measurable progress, and long-term value. As well as working closely with customers, you'll help us build the repeatable customer success processes PAIR needs as we grow.

Responsibilities

• Own a book of strategic customers. You will manage customer health, success plans, adoption progress, risks, renewals, and growth opportunities across a focused set of high-value accounts. You will help customers move from launch to long-term adoption, maximising PAIR’s impact on their business and embedding it into day-to-day workflows.
• Launching customers well. You will run sales-to-CS handovers, kickoff meetings, setup coordination, onboarding sessions, early usage reviews, and first-month adoption plans to ensure our customers have a strong start with PAIR.
• Building trusted relationships. You will work with day-to-day customer owners, senior sponsors, economic buyers, admins, champions, and power users as a trusted advisor and partner.
• Driving ongoing adoption and value. You will monitor product usage, user progress, customer feedback, and qualitative signals. You will spot risks early, recommend and take the appropriate next steps, and help customers understand the value unlocked by PAIR across their organisations.
• Owning renewal readiness and setting up for expansion. You will proactively plan for a customer’s renewal. You will be accountable for renewal success and net revenue retention (NRR) – making sure the customer has the adoption metrics, ROI, and relationships to secure renewals repeatedly.
• Be the voice of the customer. You will bring structured feedback to Product, Engineering, Learning Design, and leadership so we can improve the platform, the playbook, and the customer experience.
• Help build the function. You will contribute to our customer success playbook, health scoring, business review process, customer reporting, and repeatable engagement models.

Qualifications

• 3-5+ years into your career in customer success, account management, consulting, solutions, or another customer-facing B2B technology role, ideally with enterprise or strategic customers.
• Commercially minded, with experience owning or contributing to targets such as NRR, GRR, renewal, expansion, retention, adoption, or account health.
• A strong communicator who can present clearly, write well, and explain technical or strategic ideas in plain language.
• Comfortable with senior stakeholders and complex organisations. You have a track record of building trust with executives while still managing the operational detail that makes adoption work.
• Proactive, structured, and analytically-minded. You leverage quantitative and qualitative data to identify risks and opportunities early, form an opinion on account health, and select the best action for the situation.
• Strongly interested in AI and how it is changing work. You should be curious, hands-on, and able to form a point of view.
• Organised and meticulous, with the ability to manage multiple customers, deadlines, risks, and internal stakeholders without losing the thread.
• Excited by early-stage company building. You should want to help design the system, not just operate inside one.