Customer Success Lead - AI solutions

Build the customer experience for the next generation of AI-powered businesses. We're building an AI-native SaaS platform that helps businesses become accurately understood, recommended, and trusted by Large Language Models (LLMs) such as ChatGPT and other AI assistants.

Launching commercially in August 2026, we're looking for our first Customer Success Lead to design and lead the entire post-sales customer journey. This is more than a CX role, it's an opportunity to build a customer function from the ground up, influence product development, and create an exceptional customer experience that drives long-term growth.

If you're passionate about customer success, building scalable operations, and working in a fast-moving startup environment backed by an established organization, we'd love to meet you.

As our Customer Success Lead, you'll own every stage of the customer journey after the sale, from onboarding and adoption to support, customer insights, and partner success.

Deliver an Exceptional Customer Experience

• Build and manage a high-quality customer support operation, ensuring timely resolution of technical and product-related enquiries.
• Champion a customer-first culture by continuously improving customer satisfaction and service quality.
• Develop scalable support processes, playbooks, and knowledge resources as the business grows.

Lead Customer Onboarding & Success

• Design and manage onboarding journeys that help customers realise value quickly.
• Partner with agency customers to ensure successful implementations and ongoing engagement.
• Identify customers requiring additional support and proactively drive adoption.

Be the Voice of the Customer

• Collect, analyse, and prioritise customer feedback, transforming insights into actionable product improvements.
• Work closely with Product, Engineering, and Growth teams to improve usability and customer outcomes.
• Advocate for customers in product planning and roadmap discussions.

Build Customer Operations

• Own customer support workflows, CRM processes, reporting, and service metrics.
• Monitor service levels, customer health, and operational performance.
• Develop scalable operating procedures that support future growth.

Deliver Business Insights

• Produce customer health, adoption, and performance reports for customers and leadership.
• Track customer satisfaction, issue trends, product adoption, and support performance.
• Identify opportunities to improve retention, engagement, and customer lifetime value.

Who are we looking for

You're passionate about customers, enjoy building new processes, and thrive in high-growth environments. You'll likely have:

• 5+ years of experience in Customer Success, Customer Experience, Technical Support, Customer Operations, or SaaS Support.
• Experience supporting B2B SaaS or digital platforms.
• Strong CRM experience (HubSpot preferred) and confidence in managing customer operations.
• Excellent communication skills with the ability to simplify technical concepts for non-technical customers.
• Experience managing multiple customer priorities while maintaining exceptional service quality.
• Strong analytical skills with the ability to identify trends and recommend improvements.
• A process driven mindset, you enjoy building scalable systems rather than simply responding to issues.
• A builder's mentality, someone who is proactive, takes ownership, solves problems effectively, and enjoys building things ground up.