Customer Success Representative — London (On‑site)
Location: London (on‑site)
Employment Type: Full-time
Seniority Level: Associate
Role Overview
A fast‑scaling international AI company is seeking a Customer Success Representative to support a large portfolio of high‑volume SaaS customers. The organisation builds widely adopted computer vision technology used by developers, researchers, and businesses worldwide. Following a recent Series A round, the team is accelerating global expansion and strengthening its customer‑facing functions.
In this role, you will be responsible for the day‑to‑day success, retention, and engagement of 200+ active customers. You will operate within established Customer Success frameworks and work closely with the wider CS and Sales organisation.
This is an on‑site role based in London, working in a collaborative, high‑performance environment alongside a global team.
Key Responsibilities
* Manage a portfolio of 200+ customers, driving adoption, satisfaction, and strong renewal outcomes
* Execute structured customer touchpoints through email, calls, and in‑app communication
* Monitor customer health, usage patterns, and churn risks, acting swiftly when issues arise
* Direct customers to relevant documentation, tutorials, and support channels to encourage self‑sufficiency
* Capture insights and recurring feedback to improve customer workflows and product experience
* Maintain accurate customer data, activity logs, and timelines in CRM tools (HubSpot)
* Manage CS workflows, tasks, and automations to keep operations running smoothly
* Triage and prioritise support issues in alignment with Support and Enterprise CS teams
* Standardise recurring processes such as renewal preparation, usage reporting, and QBR inputs
* Use dashboards and metrics to track portfolio performance, proactively flagging anomalies
* Partner with Account Executives on larger or strategic accounts to ensure aligned engagement
* Liaise with Product and Engineering teams on customer questions, insights, and feature feedback
* Guide customers to appropriate channels, such as community forums or issue trackers, to unblock progress
* Contribute to internal knowledge bases and FAQs
* Represent the customer voice internally, advocating for usability, reliability, and better workflows
Required Experience & Skills
* 3–4 years of experience in Customer Success, Account Management, or similar customer‑facing SaaS roles
* Demonstrated ability to manage a book of business of 100+ customers
* Proficiency with CRM tools, ideally HubSpot, and structured task management workflows
* Strong communication skills, capable of explaining technical topics clearly to non‑technical users
* High degree of ownership, responsiveness, and organisational discipline in a fast‑moving environment
* Analytical mindset, comfortable working with health scores, dashboards, and usage metrics
* Interest in AI, developer tools, and modern technical products
Nice to Have
* Experience working with APIs, developer platforms, or ML/AI technologies
* Familiarity with support tools such as Zendesk, Intercom, or Jira
* Experience supporting B2B or Enterprise clients with structured CS processes and QBR cycles
* Exposure to computer vision, data science, or open‑source communities
* Ability to work with spreadsheets or basic analytics for churn or portfolio insights
* Multilingual skills or experience supporting customers across multiple regions
Benefits
* Competitive salary aligned with experience
* Equity package
* Strong on‑site culture in a modern office environment
* Flexible working hours
* 24 days holiday plus birthday leave and local public holidays
* Dedicated personal development budget
* Opportunity to contribute to cutting‑edge AI technology used worldwide
Working Model
* This role is based on‑site in London
* Applicants must have the legal right to work in the UK
* The team operates with high in‑person collaboration to support rapid learning, execution, and innovation
Why This Role
This is an opportunity to join a rapidly scaling organisation at the forefront of AI innovation. You will play a critical role in supporting customers who are driving real‑world impact with advanced computer vision technology. If you thrive in a dynamic environment and enjoy combining communication, problem solving, and operational rigour, this role offers meaningful responsibility and growth.
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