Client Success Ops & Tooling Engineer (AI)

TL;DR

Client Success Ops & Tooling Engineer (AI): Building and optimizing the operational infrastructure for the CS organization with an accent on toolstack configuration, process automation, and internal AI solutions. Focus on designing scalable renewal workflows, integrating core systems like Planhat and Salesforce, and developing AI agents to increase team efficiency.

Location: Hybrid in London, UK

Company

Premier partner providing B2B and B2C parking solutions to simplify the parking experience for venues, governments, and drivers.

What you will do

• Design, document, and continuously improve CS processes, including onboarding playbooks and renewal workflows.
• Own the administration of Planhat, managing segment logic, health scores, and automation rules.
• Maintain and improve complex integrations between BigQuery, Salesforce, and Zendesk.
• Build internal tools and AI agents using Claude Code and Replit to automate repetitive tasks and solve CS pain points.
• Create reporting dashboards in Tableau and Claude to provide success data for executive leadership.
• Collaborate with product and engineering teams to integrate success tooling with core product features.

Requirements

• 5+ years of experience in client success, technical account management, or revenue operations.
• Hands-on administration experience with Planhat, Salesforce, or comparable platforms.
• Strong process design instincts with the ability to map workflows and build scalable systems.
• Technical fluency in SQL and Python, and the ability to read API specifications.
• Excellent written and interpersonal communication skills for creating training materials and playbooks.
• Must be based in London for hybrid work.

Nice to have

• Experience using ChatGPT Codex, Claude Code, or similar AI tools to ship working solutions.
• Admin experience with Jira, Zendesk, Asana, or similar tooling.
• Experience building dashboards with Tableau or PowerBI.
• Background in startups, scale-ups, mobility, or event management.

Culture & Benefits

• Generous holiday policy: 25 days plus bank holidays (up to 38 days total).
• Office perks: Free lunch, snacks, and drinks on office days.
• Health & Wellbeing: Private Medical Insurance with Vitality and life assurance.
• Transport benefits: £50 monthly parking credit and EV/cycle-to-work salary sacrifice schemes.
• Family support: Enhanced parental leave and childcare assistance through Koru Kids.
• Team activities: Quarterly away days and a dedicated team social budget.