Lead Customer Success Manager – PropTech (AI SaaS)

About the role

The company is an AI‑driven SaaS platform serving the PropTech market, helping property managers and letting agents automate communications, maintenance, compliance and day‑to‑day operations. As the first senior Customer Success hire, you will shape the function, own the full customer lifecycle and work directly with the founders and senior leadership.

Key responsibilities

• Lead end‑to‑end onboarding, from sales hand‑over to live implementation.
• Manage enterprise relationships, drive product adoption, retention and expansion.
• Convert pilot projects into long‑term paying contracts while minimising churn.
• Design and implement AI‑powered workflows and automations to increase team 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 usage.
• Collaborate with Product and Engineering to translate feedback into platform enhancements and roadmap priorities.
• Support rollout of new features and modules.

Required profile

• Proven experience in senior Customer Success or account management roles, preferably in SaaS or PropTech.
• Strong analytical mindset with ability to interpret usage data and drive adoption.
• Excellent communication skills and confidence interacting with founders and senior stakeholders.
• Self‑starter who can build processes from scratch and thrive in a fast‑growth environment.

Required skills

• Comfort with AI tools and automation concepts.
• Ability to troubleshoot technical and operational issues.

What we offer

• Competitive salary up to £80,000 per year.
• Opportunity to shape a new function in a high‑growth AI SaaS business.
• Full‑time role based in our Victoria office, London.