Customer Success

Customer Success Representative

Location:
London (on-site)

Industry:
AI / Computer Vision / SaaS

Employment Type:
Full-time

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. The position is ideal for someone who is organised, proactive, technically curious, and experienced in supporting or managing SaaS accounts at scale.

This is an on-site role based in London, working in a collaborative, high-performance environment alongside a global team.

Key Responsibilities

Account Management & Retention

• 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

Operations, Tooling & Processes

• 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

Collaboration & Customer Advocacy

• 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

Culture & Environment

The organisation values speed, precision, and collaborative execution. The team sets ambitious goals, maintains high standards, and operates with a strong sense of ownership and urgency. You will be successful here if you are driven, detail-oriented, proactive, and comfortable balancing strategic and hands-on work.

The culture centres on continuous learning, operational excellence, transparency, and delivering meaningful outcomes for customers.

Compensation & 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

• Premium equipment (MacBook, high-resolution display, AirPods)

• 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.