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.
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London, United KingdomNot Disclosed + Equity
Lead Customer Success Manager at PropTech AI startup building an autonomous OS for property management
Are you ready to define how humans and AI collaborate in the property sector? This London-based startup is building an autonomous operating system for property management and needs a Lead CSM to build their success function from the ground up. This isn't about sending NPS surveys—it's about leading a fundamental change management shift for enterprise clients adopting AI agents. You will own the full commercial lifecycle and build the playbooks that define the company's future. If you have 5+ years of experience and a builder mentality, this founding-level role offers significant equity and the chance to lead a high-growth team in Victoria.
Overview
Role overview
Company
LightWork AI
AI25 employeesLondon, United Kingdom
PropTech AI startup building an autonomous operating system for property management
Responsibilities
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.
Candidate profile
Who this is a fit for
- 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.
What makes it remarkable
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.
Jack & Jill
How Jack & Jill work together
I get to know what you’re great at, then find roles you’d never find yourself.Ok, I'll go first. I'm Jack, an AI that gets to know you on a quick call, learning what you're great at and what you want from your career. Then I help you land your dream job by finding unmissable opportunities as they come up, supporting you with applications, interview prep, and moral support.
I recruit from Jack’s network and make the intro when I spot a great match.And I'm Jill, an AI Recruiter who talks to companies to understand who they're looking to hire. Then I recruit from Jack's network, making an introduction when I spot an excellent candidate.
Meet Jack
Jack gets to know what you're great at and what you want next, then searches 14 million jobs daily and introduces you directly to hiring managers.
How does this work?
Jack's an AI agent for job searching and career coaching. He works for you.
Jill is the AI recruiter working for the company. She recruits from Jack's network.
If it's a match and the company wants to meet you, they'll make the intro. In the meantime, if you'd like, Jack will send you excellent alternatives.
Jack