Head of Customer Success at LightWork AI

Head of Customer Success

LightWork AI – AI‑powered operating system for property management

London, UK

Job Description

You will build the Customer Success function from the ground up for a high‑growth startup. Managing an existing team member, you’ll own the full post‑sale journey—onboarding, adoption, and retention—for non‑technical property companies. This role combines commercial rigor with technical depth to ensure an autonomous AI agent delivers real‑world value.

Why this role is remarkable

• Founding‑level leadership opportunity to define the CS playbook and infrastructure for a category‑defining AI agent from day one.
• High‑traction environment closing major enterprise deals with a product that autonomously manages maintenance, communications, and compliance.
• True player‑coach impact where you scale a team while solving complex change‑management challenges in a traditional industry.

What you will do

• Own the end‑to‑end commercial lifecycle including renewals, health scoring, and identifying expansion ARR opportunities across the portfolio.
• Lead the technical onboarding and adoption process to reduce bypass behavior and ensure Felicity is integrated into client workflows.
• Serve as the voice of the customer, escalating product insights to the engineering team to improve AI reliability and performance.

The ideal candidate

• 5+ years in Customer Success with 2+ years in leadership, specifically building or transforming functions in a B2B SaaS environment.
• Strong technical fluency or a background in solutions engineering/development to manage API integrations and technical stakeholders.
• Proven track record in change management, successfully driving technology adoption among resistant, non‑technical users in traditional industries.

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