As the first dedicated Customer Success Specialist, you will own the end-to-end client lifecycle for an AI assistant transforming property management. You'll drive adoption, handle renewals, and turn client feedback into product strategy. This is a founding-level individual contributor role working directly with the founders to scale a high-growth London tech team.
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Customer Success Specialist at LightWork AI
Join a high-growth London PropTech startup as their first dedicated Customer Success Specialist. You'll own the entire client lifecycle from onboarding to renewals, working directly with the founders to build the CS function from scratch. If you have 2-3 years of B2B SaaS experience and want to shape the future of real estate tech in a founding-level role, this is your chance to make a massive impact in a Victoria-based onsite team.
About this role
Role overview
About the company
LightWork AI
AI25 employeesLondon, United Kingdom
LightWork AI is automates property operations (compliance, maintenance, lettings and tenant support) through Felicity, an AI assistant that can handle up to 80% of admin tasks autonomously. Designed for the UK’s property industry, LightWork AI delivers enhanced capacity, reduced admin costs and zero missed communications for property management & lettings agencies; giving tenants the confidence that their homes are safe, compliant and their needs are always met.
What you'll do
What you will do
- Own the full onboarding experience from contract signature to platform embedding, ensuring clients realize immediate value from the AI.
- Proactively monitor usage and drive platform adoption through strategic check-ins, training sessions, and hands-on troubleshooting.
- Manage the commercial health of your portfolio by leading renewal conversations and identifying opportunities for revenue expansion.
Who you are
Who this is a fit for
- 2–3 years of experience in B2B SaaS Customer Success or Account Management with a track record of commercial ownership.
- Exceptional communication skills with the ability to explain complex AI-powered products to non-technical property stakeholders.
- High-ownership mentality comfortable navigating the ambiguity of an early-stage environment without a pre-defined playbook.
Why this role
Why this role is remarkable
- Join a fast-growing, 25-person startup at the pivotal moment just before their Series A funding round early next year.
- High-impact founding IC role where you will build the Customer Success playbook and processes from the ground up.
- Direct collaboration with the founders and commercial team to influence product direction using real-world client insights.
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 15 million jobs daily and helps you discover roles at companies like this.
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.