Customer Success Lead – PropTech

About the role

This senior Customer Success Lead will join an innovative AI‑driven SaaS business operating in the PropTech sector. Reporting directly to the founders, you will shape the Customer Success function from the ground up, guiding the full customer lifecycle and turning pilot projects into long‑term revenue.

Key responsibilities

• Own end‑to‑end onboarding, from sales handover to customer go‑live.
• Manage enterprise relationships, driving product adoption, retention and account growth.
• Convert pilot customers into paying clients while minimising churn.
• Design and implement AI‑powered workflows and automations to improve efficiency.
• Act as senior escalation point, diagnosing configuration, data quality or product issues before involving Engineering.
• Monitor customer health metrics, identify risks and proactively improve adoption.
• Collaborate with Product and Engineering to translate feedback into platform enhancements.
• Support rollout of new features and modules.

Required profile

• Proven experience in SaaS Customer Success, preferably within PropTech or real‑estate technology.
• Strong analytical mindset with ability to interpret usage data and health metrics.
• Excellent communication skills and ability to influence senior stakeholders.
• Track record of converting pilots or trials into recurring revenue.
• Comfortable working in a fast‑growth, early‑stage environment.

Required skills