Head of Customer Success (£55k-£60k + Equity) at £13.5M valuation PropTech startup

Job Title

Head of Customer Success

Salary

£55k-£60k + Equity

Company Description

PropTech startup with a £13.5M valuation, preparing for a Series A in 12 months.

Job Description

You will own the end-to-end client journey for a high-growth PropTech platform. From technical onboarding to commercial expansion, you’ll act as a strategic partner to key accounts while building the customer success function from the ground up. You will bridge the gap between user feedback and product roadmap to drive long-term adoption.

Location

London, UK

Why this role is remarkable

• Take full commercial ownership of the client funnel, managing everything from initial adoption to upsell and expansion at a £13.5M valuation startup.
• Influence the future of the platform by translating complex client feedback into actionable feature priorities for the product team.
• Step into a high-impact leadership role where you will manage a direct report from day one and shape the entire CS department ahead of a Series A.

What You Will Do

• Lead the technical setup and training for key accounts, ensuring successful adoption during the critical first months post-sales handover.
• Drive revenue growth by managing the commercial relationship, identifying upsell opportunities, and securing long-term contract expansions.
• Act as a hands‑on relationship manager and problem‑solver, building deep trust with clients while navigating technical hurdles and operational challenges.

The ideal candidate

• 5+ years of experience in B2B SaaS Customer Success or Account Management, ideally with a background in PropTech or high‑growth AI environments.
• Commercially driven professional with a proven track record of exceeding expansion targets and managing the financial health of a client portfolio.
• Strategic thinker who can diagnose underlying client pain points and communicate them clearly to engineers and product leaders to drive development.

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