Customer Success Manager (£70,000 – £80,000 + OTE) at Hook

Job Title: Customer Success Manager

Salary: £70,000 – £80,000 + £30,000 OTE

Company Description: Hook – Series A AI startup backed by Balderton Capital and Lightspeed.

Job Description: Join a high-growth AI company redefining revenue prediction and customer loyalty. As a Customer Success Manager, you will partner with fellow CS professionals at leading global startups to drive value realization and strategic growth. This role blends technical depth with commercial ownership, offering a unique opportunity to shape the future of the CS discipline.

Location: London, UK

Why this role is remarkable

• Partner with customers who are CS professionals themselves, requiring a high level of strategic credibility and industry depth.
• Join a Sifted-ranked top 100 fastest-growing startup backed by Tier-1 investors like Lightspeed and Balderton Capital.
• Influence the product roadmap directly by working at the intersection of AI, machine learning, and proactive customer growth strategies.

What you will do

• Own the end-to-end customer lifecycle including strategic onboarding, value realization, and leading all renewal and expansion conversations.
• Act as a technical subject matter expert, coaching customers on platform integrations and data-driven best practices to ensure adoption.
• Collaborate cross-functionally with Hook’s Product and Engineering teams to translate customer feedback into scalable platform enhancements.

The ideal candidate

• 3-7 years of experience in Customer Success or Account Management within a B2B SaaS environment, ideally with a commercial track record.
• Strong technical aptitude with the ability to explain complex software and integrations to both technical and executive stakeholders.
• Highly organized and proactive professional who thrives in fast-paced Series A environments where playbooks are actively being built.

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