About Us Capsa AI is an operating system that aggregates, structures, and generates insights from company and market data for Private Equity (PE) funds. Founded in December 2023, we're already serving top-tier PE funds managing over $50 billion across the US, UK, and Europe. We've raised $2.3 million from Tier-1 VCs and leading PE angels, with our vision to become the leading AI platform for private capital funds. Our founding team has deep domain expertise in PE and AI. Our CEO, Danyal, has spent most of his career in PE and Investment Banking at blue-chip financial institutions such as AEA Investors, Citigroup, and Deutsche Bank. Our CTO, Callum, is an expert in Machine Learning and AI, having worked at leading defence companies like QinetiQ, and retail tech startups such as Standard AI. The Role We seek a Customer Success Manager to drive adoption and revenue growth through exceptional customer experiences. You'll guide both paying clients and trial users, playing a crucial role in converting trials to customers. Working with sophisticated private equity clients, you'll ensure they achieve measurable business impact from our platform throughout their entire journey with Capsa. This role is ideal for someone with 3–4 years of experience who wants more ownership and the chance to grow into a strategic CS role over time. Experience working with PE/finance clients is helpful but not essential — we’re looking for someone smart, proactive, and excited to own problems and learn fast. Location: London, UK (Hybrid, in-person 4 days per week) Experience Required: 3 years in B2B SaaS Customer Success, Onboarding, or a similar client-facing role Remuneration: Highly Competitive Generous ESOP Visa: We don’t sponsor visas yet. You must have the right to work in the UK Key Responsibilities Maximise trial-to-paid conversion: Guide customers to early wins & conversions Ensure long-term success: Drive engagement, increase usage, maintain retention and expand accounts Engage in commercial discussions: Support negotiations and ensure smooth trial-to-paid transitions Collaborate with Sales & Product: Bridge customer needs with internal teams Develop scalable processes: Create playbooks to improve efficiency Act as a trusted advisor: Build relationships by understanding clients' needs Feed customer feedback into Product and Engineering to influence roadmap Requirements 3 years in Customer Success, Implementation, or Account Management in a B2B SaaS company Customer Management: Experience with complex customers, ideally in fintech, data/analytics, or enterprise SaaS Commercial Focus: Track record of driving expansions via renewals & negotiations Communication: Confidently engage with C-suite and investment professionals Project Management: Coordinate multiple customer trials while implementing standardised procedures Analytical Thinking: Analyse usage for key insights to drive informed actions Startup Mindset: Thrive in a fast-moving environment with no bureaucracy Nice To Haves Financial experience (PE, VC or financial services clients) Background in investment banking, consulting, fintech, or enterprise sales Familiarity with key CS KPIs (trial-to-paid conversion, Net Revenue Retention, NPS) Ability to explain AI/data-driven products to non-technical users Our Philosophy Small, talented team focusing on moving quickly with no unnecessary meetings Keeping things simple by solving real problems with AI Customer obsession – staying close to build products they love Benefits Private healthcare insurance One month per year remote working Budget for setting up your home office