Lead Customer Success Manager (+ Equity) at PropTech AI startup building an autonomous OS for p[…]

Overview

This is a job that Jill, our AI Recruiter, is recruiting for on behalf of one of our customers. She will pick the best candidates from Jack’s network. The next step is to speak to Jack.

Job Title: Lead Customer Success Manager

Salary: Not Disclosed + Equity

Company Description: PropTech AI startup building an autonomous operating system for property management

Job Description

You will build the Customer Success function from scratch for a high-growth startup. Beyond relationship management, you will lead the change management required to help property managers and tenants adopt Felicity, an AI agent handling autonomous operations. This is a player-coach role requiring technical depth and a strong commercial focus on NRR.

Location: London, UK

Why this role is remarkable

• Lead the transition from manual workflows to AI-driven operations in a traditional industry, defining what great CS looks like for autonomous agents.
• Join a scaling team of 22 in Victoria, London, as they close their largest enterprise deals and expand their property management portfolio.
• Founding-level impact with significant equity, managing existing team members and building out the department’s playbooks and infrastructure.

What You Will Do

• Build and own the entire post-sale journey, including onboarding, adoption, health scoring, and expansion playbooks from the ground up.
• Drive technical adoption of the AI agent by reducing bypass behavior and ensuring complex API integrations meet client needs.
• Manage the commercial lifecycle of accounts, overseeing end-to-end renewals and identifying upsell opportunities to drive NRR and GRR.

The ideal candidate

• 5+ years in Customer Success with at least 2 years in a leadership or team lead capacity within a B2B SaaS environment.
• Proven track record of building a CS function from scratch, ideally with technical experience in solutions engineering or backend development.
• Expert in change management with experience driving technology adoption among non-technical users in industries like PropTech or facilities management.

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