Company: Jack & Jill
Location: London
Job Description:
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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Posted: May 26th, 2026