Customer Success Manager (AI)

Location: London, United Kingdom. Hybrid attendance is required: four days per week in the London office or with customers and one day working from home. Regular travel to customers across the UK is part of the role.

Salary: £55,000–£75,000 plus share options.

Company

Builds AI-powered software for frontline organisations, using operational data to help manage labour, compliance, scheduling, and business outcomes.

What you will do

• Own a portfolio of approximately 20–25 enterprise accounts across social care, hospitality, and retail.
• Manage senior relationships at Director level and above across Operations, Finance, and HR, acting as the escalation point.
• Run QBRs and own renewals end to end by demonstrating customer value before renewal discussions.
• Drive account audits, identify unused functionality, translate product usage into business outcomes, and support seat upsells and expansion opportunities.
• Manage customer-side integrations and configuration projects, keeping progress visible and addressing difficult conversations diplomatically.
• Help establish Customer Success practices, including health scoring and escalation processes.

Requirements

• Experience owning enterprise SaaS accounts as a CSM, Solutions Architect, Pre-Sales, Implementation Consultant, or PM.
• Independent experience managing Director-level customer relationships and customer health affecting renewals.
• Commercial fluency with NRR and value realisation, treating accounts as long-term assets.
• Confidence working with complex SaaS products, including demos, configuration trade-offs, and translating capabilities into business value.
• Experience working in a scaleup where processes were still being built.
• Daily use of AI tools in Customer Success, with specific workflows to demonstrate.
• Ability to disagree with senior customers while maintaining the relationship.

Nice to have

• Hands-on experience with Planhat, Salesforce, or similar Customer Success platforms.
• Experience identifying and converting expansion opportunities such as seat upsells and module opportunities.

Culture & Benefits

• High-performance environment with individual ownership, mutual support, good intent, and no internal politics.
• On-site work four days per week in the London office or with customers, with one day from home.
• 35 days of annual leave, plus one additional day for every year of service.
• Pension contributions matched up to 5%, comprehensive health insurance, enhanced parental leave and pay, and a salary sacrifice childcare scheme.
• Share options, professional development budget, annual off-sites, quarterly socials, home-office equipment budget, and unlimited free books.