Customer Success Manager

What are we looking for?

An empathetic relationship-builder who ensures our customers get maximum value and joy from our AI solutions. You will have ownership of making existing implementations highly successful, driving user adoption, and transforming complex technical capabilities into intuitive daily workflows for floor operators and management alike. This is a hybrid role combining hands-on client onboarding, data-driven engagement tracking, and occasional travel to customer sites to build deep trust and gather firsthand feedback for our product direction.

How can you stand out?

• Proven track record of increasing user adoption and retention metrics for complex enterprise software
• Experience working with heavy industry, manufacturing, or deep tech products
• Background in data analysis or technical account management

Which core skills can help you succeed?

Technical

• Ability to understand complex machine learning and data workflows to effectively troubleshoot with clients
• Comfortable working with data visualization tools and customer success platforms to monitor system health and usage.
• Strong problem-solving skills to translate qualitative client feedback into actionable product requirements

Leadership & Collaboration

• Exceptional communication skills with the ability to explain technical concepts clearly to non-technical plant operators
• Ability to work cross-functionally across engineering, product, operations, and client environments
• Passion for change management, user training, and driving engagement within traditional industries
• Maintains clear documentation of customer feedback, feature requests, and deployment playbooks

Culture and Benefits

• Work closely with founders, engineers, and industrial partners on real-world AI deployments
• Build systems used by some of the world’s largest steel manufacturers to improve efficiency and reduce emissions
• High ownership environment with influence over customer success strategy and product direction
• Collaborative and supportive team culture
• London based office, walking distance from Soho and Green Park

Interview Process

• Introductory conversation
• Role-specific & Case Study Interview
• Meet the Team
• Collaborative working session / discussion around real-world customer scenarios
• Offer