At a Glance
- Tasks: Lead customer success initiatives and enhance client relationships in a fast-paced AI PropTech environment.
- Company: Innovative AI SaaS company transforming property management with cutting-edge technology.
- Benefits: Competitive salary up to £75,000, dynamic work culture, and growth opportunities.
- Other info: Join a rapidly growing startup and make a real impact in the PropTech sector.
- Why this job: Shape the future of customer success while working with pioneering AI solutions.
- Qualifications: 3+ years in Customer Success or similar roles, with strong technical and analytical skills.
The predicted salary is between 60000 - 75000 £ per year.
My client is an innovative AI SaaS business operating within the PropTech sector. Its platform helps property managers, letting agents and residential operators automate many of the operational tasks that traditionally consume significant amounts of time, including customer communications, maintenance coordination, compliance workflows and day-to-day property management. Following a successful launch with a number of pilot customers, the business is entering an exciting growth phase and is looking for its first senior Customer Success hire to build and scale the function.
Working closely with the founders and senior leadership team, you'll have the opportunity to shape how Customer Success operates as the company grows, while helping deliver an AI platform that is transforming property operations.
The Role
Reporting directly into the founders, this is a highly visible role sitting at the intersection of Customer Success, Product, Operations and AI. You will take ownership of the entire customer lifecycle, from onboarding and implementation through to adoption, retention and expansion. A key part of the role will be converting pilot customers into long-term paying clients, whilst building scalable Customer Success processes that allow the business to grow efficiently. This is not a traditional relationship management role. The successful candidate will be technically minded, comfortable working with AI tools and automation, and able to troubleshoot operational and technical issues before escalating them to Engineering. This role is based full-time in the Victoria office (5 days per week).
Responsibilities include:
- Owning the end-to-end onboarding process from sales handover through to customer go-live
- Managing enterprise customer relationships, driving product adoption, retention and long-term account growth
- Converting pilot customers into paying clients whilst ensuring minimal churn
- Designing and implementing AI-powered workflows and automations that improve Customer Success efficiency and scalability
- Acting as the senior escalation point for customer issues, identifying whether problems stem from configuration, data quality, user error or product functionality
- Monitoring customer health through performance metrics, identifying risks and proactively improving adoption
- Working closely with Product and Engineering to translate customer feedback into platform enhancements and future roadmap priorities
- Supporting the rollout of new features, modules and platform functionality across the customer base
- Building scalable Customer Success processes, reporting frameworks and operational best practice as the company grows
This is a high-impact role offering genuine ownership and the opportunity to build the Customer Success function within a fast-growing AI PropTech business.
You
- 3+ years' experience within Customer Success, Technical Account Management, Solutions Engineering or a similar client-facing SaaS environment
- Proven experience managing enterprise or high-value B2B customer relationships
- Experience driving customer adoption, retention and commercial growth
- Ideally have worked within PropTech, property management software, AI SaaS or another workflow-based software platform
- Comfortable discussing APIs, integrations, data imports, automation and technical workflows
- Experience building or deploying AI tools, workflows or automations to improve operational efficiency
- Strong troubleshooting and analytical skills with the ability to diagnose technical issues independently
- Excellent stakeholder management and communication skills, able to translate technical concepts into simple customer-focused solutions
- Comfortable working within a fast-paced startup environment where processes are continually evolving
5 days per week in Central London office.
Lead Customer Success - PropTech employer: Sphere Digital Recruitment
Join an innovative AI SaaS company in the PropTech sector, where you'll play a pivotal role in shaping the Customer Success function during an exciting growth phase. With a strong focus on employee development and a collaborative work culture, this position offers the chance to work closely with founders and senior leadership, driving meaningful change while enjoying the vibrant atmosphere of Central London. Benefit from competitive compensation, a dynamic startup environment, and the opportunity to make a significant impact in transforming property operations.
Contact Details:
Sphere Digital Recruitment Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Lead Customer Success - PropTech
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Sphere Digital Recruitment. 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 Sphere Digital Recruitment 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 Lead Customer Success - PropTech
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 Sphere Digital Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at Sphere Digital Recruitment 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 Sphere Digital Recruitment!
How to prepare for a job interview at Sphere Digital Recruitment
✨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.
