Founding Customer Implementation Lead

About the role

We are looking for our first Customer Implementation Founder to shape how LumosAI’s AI-driven analytics platform is delivered to enterprise clients. You will work directly with customers to translate complex organisational data into actionable configurations, influence the product roadmap and help define our delivery methodology.

Key responsibilities

• Lead end-to-end customer onboarding, implementation and adoption of the LumosAI platform.
• Analyse client organisational structures and data sources to design tailored configurations.
• Conduct workshops, produce documentation and provide proactive guidance to ensure customer satisfaction.
• Resolve issues quickly and drive retention through effective support.
• Collaborate with the founding team to feed customer insights into product development.

Required profile

• Strong interpersonal and customer-centric mindset with experience driving satisfaction and retention.
• Background in customer support or implementation for B2B SaaS or data/analytics products.
• Robust analytical ability to interpret complex organisational and data structures.
• Clear, concise communication skills for technical explanations and documentation.
• Comfort working in an early-stage, fast-paced environment with ambiguity.
• Bachelor’s degree in a relevant field or equivalent practical experience.
• Willingness to work hybrid in the London area with occasional client site visits.

Required skills

• Experience with enterprise systems such as HR, ERP, finance or operations platforms.
• Knowledge of data integration workflows and SaaS implementation processes.

What we offer

• Direct collaboration with founder Andrew Mercer, a serial entrepreneur with exits to Oracle and Google.
• Opportunity to influence product direction from day one in a high-impact startup.
• Fast-learning environment with potential equity participation.