Forward Deployed Engineer

LightWork AI - Product Success Lead

Product Success Lead Location: London, 83 Victoria Street (4 days a week in the office, 1 day from home), plus agents' offices for go-lives | Full-time, permanent | Competitive salary and equity | Reports to: a co-founder

About LightWork AI LightWork AI builds Felicity, the AI front desk for UK letting and estate agents. She answers every call, email and message 24/7, qualifies leads and takes viewing requests, triages maintenance, and handles around 90% of that work on her own. We are live and generating revenue with agencies across the UK.

Roughly half of those enquiries arrive out of hours, when the branch is shut and the lead goes to whoever answers first. Felicity answers in under 20 seconds.

The Role

We are hiring one technically trained owner for every customer after the sale. You get each agency live, prove Felicity's value in the agency's own numbers, and turn what customers run into fixes that product and engineering can ship.

Most of the risk with our customers is technical: an agency that isn't fully connected, or a Felicity that has handled nothing in 14 days, needs someone who can open the logs and fix the cause, not just report it. A trial that ends without the agency paying is a lost customer.

You start as an individual contributor with no direct reports and a weekly one-to-one with your co-founder manager. Sales (one lead for independent agencies, one for groups) closes the deal and owns pricing. You take it from signed agreement to first live enquiry, then keep the account.

You are organised, calm with a frustrated agency owner, clear with people who aren't technical, and you ask for feedback and use it.

What Good Looks Like

Month 1: you know every live account, how each one is connected and how Felicity is performing for it, and you have taken a newly signed agency towards go-live from a written handover.

Month 3: the per-branch report and at-risk alert you built in your first 60 days are trusted at the weekly review, and no trial starts without the success criteria, go-live date and price you signed off.

Month 6: branch retention and trial to paid are rising, time to go-live is falling, and anything fixed twice has become a template, a tool or a product change.

Key Responsibilities When these compete for your week, this is the order.

Accounts at Risk

• Score every account's health every week from Felicity's own data: enquiries handled, viewing requests passed to the branch, staff picking up her handoffs, and errors.
• Call at‑risk accounts the same week.
• Give every lost account a reason backed by the record, not a guess.

Go-Live

• Own each agency from signed agreement to Felicity's first live enquiry.
• Join the last sales call and get a written handover: how each branch handles enquiries today, why they bought, and what was promised.

LightWork AI | Product Success Lead | 1 of 3

Trial Entry

• No trial starts until the agency has agreed in writing what "working" means, the go-live date and the price afterwards. You sign that off.
• Flag a poor technical fit before a deal closes.

Proof of Value

• Build the evidence behind each account's reviews in the agency's own numbers: enquiries caught out of hours, viewing requests from them, response times, and what that is worth in fees.
• Draw every number from the logs, with each one defined.

The Fix, Not Just the Ticket

• Change configuration yourself, within what Felicity supports, and never write custom code into a customer's account.
• Send bugs to engineering with the affected customers attached.
• Rank the jobs Felicity can't yet finish by how many customers need each one, and review that list with product and engineering monthly.
• Make go-lives cheaper: anything fixed twice becomes a template, a tool or a product change.

Groups and Growth

• Roll groups out a trial branch first, with a named champion who trains the next wave's champions; each wave starts when the last meets the agreed criteria.
• Spot growth inside accounts (more branches, more

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