As Lead Customer Success Manager at LightWork AI, you will build the CS function from the ground up. You’ll own the end-to-end post-sale journey for Felicity, an autonomous AI agent. This player-coach role focuses on driving deep adoption and change management within the UK property sector to ensure AI delivers real-world value.
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Lead Customer Success Manager at LightWork AI
LightWork AI is redefining property management with Felicity, an autonomous AI agent handling real-world operations. We’re looking for a Lead Customer Success Manager to build our CS function from the ground up in London. This isn't just about renewals; it’s a change management challenge at the intersection of AI and traditional industry. If you have 5+ years of experience, a builder mentality, and a technical background, join us to define what great AI customer success looks like. With significant equity and a founding-level impact, you'll help scale a product already closing major enterprise deals.
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Location
London, United Kingdom
Compensation
Not Disclosed + Equity
Company
LightWork AI
Role overview
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 will do
- Design and implement the full onboarding and adoption lifecycle, ensuring clients move from sale to active deployment and deep product usage.
- Manage and develop the existing CS team while scaling the function through new hires and the creation of formal SLAs and playbooks.
- Act as a commercial driver by owning renewals and identifying expansion opportunities, while providing the product team with critical customer insights.
Who this is a fit for
- 5+ years of B2B SaaS Customer Success experience, including at least 2 years in a leadership or team lead capacity.
- Proven track record of building or transforming a CS function from scratch, ideally within the PropTech or AI sectors.
- Strong technical fluency—ideally a background in engineering or solutions—to manage complex API integrations and hold credibility with technical stakeholders.
Why this role is remarkable
- Build a CS function from scratch at a high-growth AI startup rather than inheriting a legacy process or existing org chart.
- Solve complex change management problems by helping traditional property firms trust and adopt autonomous AI agents to handle real-world operations.
- Secure a founding-level role with significant equity in a company that has already achieved real traction and enterprise scale.
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.
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.
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What happens next?
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 your profile’s a match and LightWork AI wants to meet, Jill will make the intro. In the meantime, Jack will send you excellent alternatives.