💼 About This Role

You'll own the full post-sale customer relationship at an early-stage AI company, from onboarding to expansion. You'll drive retention and growth across enterprise, mid-market, and SMB accounts, spotting upsell opportunities and building trust-based relationships. This role offers the chance to build the customer success function from scratch.

🎯 What You'll Do

• Onboard new customers smoothly and set them up for long-term success.
• Manage a portfolio of accounts across enterprise, mid-market, and SMB.
• Identify and execute upsell and cross-sell opportunities.
• Handle inbound support conversations with speed and care.

📋 Requirements

• Proven experience in a CSM or Account Management role, ideally in SaaS
• Track record of retaining and growing a portfolio of accounts
• Strong communication across all seniority levels
• Experience managing accounts across enterprise, mid-market, and SMB

✨ Nice to Have

• Experience in AI, martech, or data-driven SaaS
• Managed accounts with VP or C-suite stakeholders
• Built or contributed to CS playbooks, onboarding flows, or QBR frameworks

🎁 Benefits & Perks

• 💰 Competitive base salary + real equity
• 🏖️ 25 days paid vacation and leading parental and childcare policies
• 🏢 Office-based 5 days per week in London

📨 Hiring Process

Send CV, 2-3 account examples, and a short note on building CS from scratch.