Lead Customer Success Manager
AI | PropTech
London (Hybrid)
£50,000 – £70,000 base + equity
This is an opportunity to join an early-stage AI business tackling one of the largest, most operationally inefficient sectors in the UK.
Backed by experienced operators and investors, the company is building an AI-driven platform designed to automate the day-to-day workload of property management teams, a market worth £30B+ in the UK alone and still heavily reliant on manual processes.
The product is already live with pilot customers, showing strong traction and clear ROI. The next phase is commercial scale — and Customer Success is central to that.
The Role
You’ll operate as a commercially accountable, technically credible CSM, owning the full lifecycle post-sale, from onboarding through to expansion and retention.
You’ll be responsible for:
You’ll work directly with founders in a high-ownership environment where execution speed and quality both matter.
What You’ll Be Doing
Onboarding & Implementation
Client Ownership & Performance
Commercial Impact
Product & Feedback Loop
Technical Problem Solving
What They’re Looking For
Must-have:
Strong preference:
Nice to have:
Why This Role?
If you’re a commercially sharp, technically credible CSM who wants more ownership and the chance to build something properly from the ground up, this is a rare opportunity to step into a defining role early.
Please contact Ian Bailey at Harrington Starr for full details
AI | PropTech
London (Hybrid)
£50,000 – £70,000 base + equity
This is an opportunity to join an early-stage AI business tackling one of the largest, most operationally inefficient sectors in the UK.
Backed by experienced operators and investors, the company is building an AI-driven platform designed to automate the day-to-day workload of property management teams, a market worth £30B+ in the UK alone and still heavily reliant on manual processes.
The product is already live with pilot customers, showing strong traction and clear ROI. The next phase is commercial scale — and Customer Success is central to that.
The Role
You’ll operate as a commercially accountable, technically credible CSM, owning the full lifecycle post-sale, from onboarding through to expansion and retention.
You’ll be responsible for:
- Converting pilot customers into paying clients
- Driving product adoption and measurable value
- Acting as the bridge between client, product, and engineering
- Building the Customer Success function from the ground up
You’ll work directly with founders in a high-ownership environment where execution speed and quality both matter.
What You’ll Be Doing
Onboarding & Implementation
- Own end-to-end onboarding from sales handover to go-live
- Coordinate integrations, data setup, and system configuration
- Train client teams and ensure readiness pre-launch
Client Ownership & Performance
- Manage a portfolio of early customers with regular check-ins
- Track key metrics (adoption, performance, satisfaction, usage)
- Identify risks early and drive corrective action
Commercial Impact
- Convert pilots into long-term contracts
- Drive expansion through increased usage and new modules
- Own retention and minimise churn
Product & Feedback Loop
- Translate client feedback into structured product insight
- Work closely with product/engineering to influence roadmap
- Support rollout of new features and modules
Technical Problem Solving
- Diagnose issues across integrations, data, and configuration
- Resolve where possible, escalate effectively when needed
- Improve product performance through real-world usage insight
What They’re Looking For
Must-have:
- 4+ years in Customer Success / TAM / Solutions / SaaS client-facing role
- Proven track record in retention, expansion, and pilot ? paid conversion
- Strong technical fluency (APIs, integrations, data flows, debugging issues)
- Ability to operate in a startup environment with minimal structure
- Confident, credible communicator with strong client presence
Strong preference:
- Experience in B2B SaaS or early-stage/scale-up environments
- Comfortable working closely with product and engineering teams
- Exposure to AI-led or data-driven products
- Experience building or improving CS processes from scratch
Nice to have:
- PropTech / property / real estate exposure
- Experience with comms platforms, CRM integrations, or workflow tools
- Basic data skills (SQL or similar)
Why This Role?
- Early-stage, high-impact hire with direct exposure to founders
- Clear route to leadership as the CS function scales
- Product with genuine, quantifiable ROI (not “nice to have” tech)
- Opportunity to shape how AI is applied in a traditional, under-digitised industry
- Equity upside aligned to growth
If you’re a commercially sharp, technically credible CSM who wants more ownership and the chance to build something properly from the ground up, this is a rare opportunity to step into a defining role early.
Please contact Ian Bailey at Harrington Starr for full details
