You will own the entire client book at Passion Labs, driving adoption and commercial expansion for custom AI/ML products. Bridging the gap between a PhD-heavy technical team and non-technical enterprise buyers, you’ll oversee delivery, manage NRR targets, and build the customer success function from the ground up for their expanding AI portfolio.
Customer Success Lead at Passion Labs
Join Passion Labs, an elite London-based AI research lab, as their first Customer Success Lead to own the commercial growth of custom ML solutions for global clients like the BBC and Financial Times. Working directly with a PhD-heavy technical team and serial entrepreneur founders, you will bridge the gap between complex AI capabilities and enterprise business needs to drive retention and expansion revenue. This is a rare opportunity for a semi-technical CS leader to build an entire function from scratch in a high-growth, pre-seed environment, moving from specialized consultancy to scalable AI product licensing.
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Location
London, United Kingdom
Compensation
£75k + + Equity
Company
Passion Labs
Role overview
Software
Passion Labs is an applied AI research and development laboratory based in London, building intelligent infrastructure and custom systems for mid-sized enterprises. The company combines academic expertise with commercial application, helping organisations move beyond off-the-shelf tools to AI solutions that solve real business challenges. Their team of PhD-level machine learning experts, engineers, and strategists specializes in machine learning, computer vision, recommendation systems, time series analysis, natural language processing, and generative AI. They work across various industries including music discovery, structural engineering, agriculture, and adtech, developing proprietary AI systems that drive efficiency and growth.
What you will do
- Own the full customer lifecycle for all active accounts, acting as the primary commercial and strategic partner for enterprise clients.
- Identify and close expansion opportunities including upsells and new use cases to drive net revenue retention across the portfolio.
- Coordinate between technical teams and non-technical stakeholders to ensure seamless project delivery and successful adoption of complex AI tools.
Who this is a fit for
- Has 8+ years of experience in customer success or account management at B2B tech companies, with a proven history of scaling revenue.
- Possesses strong AI fluency, capable of translating deep technical ML capabilities into business value for C-suite stakeholders and non-technical buyers.
- Demonstrates exceptional project management skills and a builder’s mindset, thriving in early-stage environments where processes need to be designed, not just followed.
Why this role is remarkable
- Join a PhD-led AI research laboratory working on complex, real-world applications for global brands like the BBC and Financial Times.
- Lead the transition from a consultancy model to a scalable product-led growth strategy, building the customer success function entirely from scratch.
- Work directly with serial entrepreneurs and top-tier ML researchers in a high-impact, pre-seed environment with significant equity upside and influence.
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