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:
- 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, escalation 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