Product Success Lead

Technical Success Lead - AI SaaS

Location: Central London, 4 days a week in the office, 1 day from home
Salary: £60,000-£70,000 base + up to £15,000 bonus + equity
Type: Full-time, permanent

The company
A fast-growing SaaS scale-up building an AI-native front desk platform that handles a large share of its customers' day-to-day enquiries automatically. The product is live, generating revenue and relied on daily by paying customers across the UK, and demand is growing fast. You'd be joining a small, ambitious team with direct access to the founders, at a point where you can shape how the company scales.

The role
This is the company's first Product Success hire and one of the most important in the business. You'll own every customer after the sale: getting each customer live, proving the value in their own numbers, and turning what customers run into into fixes that product and engineering ship.

You'll write the onboarding and success playbook the team runs on. As the customer base grows, you'll build and lead the Customer Success team underneath you, reporting directly to a co-founder.

What you'll do

• Own each new customer from signed agreement to go-live: connecting their systems and integrations, configuring the platform and training their staff
• Track account health from product data, spot at-risk accounts early and fix the root cause yourself, not just raise a ticket
• Build the reporting that shows every customer the ROI they're getting
• Act as the link between Sales, Product and Engineering, making sure customer feedback shapes the roadmap
• Turn anything you fix twice into a template, a tool or a product change
• Build and lead the CS function as the business scales

What you'll bring

• 4-7 years in a technical, customer-facing role such as Solutions Engineering, Implementation, Integrations, Technical Account Management or Technical Customer Success
• A track record of onboarding technically complex products with lots of moving parts
• Experience owning a customer number (retention, conversion or adoption), and being able to show how you moved it
• An AI-native way of working: you've built workflows, automations or integrations that customers rely on
• Excellent communication skills, confident with frustrated customers and non-technical stakeholders
• Startup experience, ideally some people management, and a STEM degree (or shipped work that proves the same)
• No sector experience needed. You'll be fully trained on the market.

Why join

• Shape a function from day one, with a clear path to leadership
• Work directly with the founders in a small, ambitious, AI-first team
• The tools and templates you build become part of the product
• Competitive salary, bonus and equity
• Private health insurance, plus dinner if you're working late

Sphere Digital Recruitment currently have a variety of job opportunities across digital so feel free to get in touch with us to find out how we can help you. Please take a look at our website.

Sphere is an equal opportunities employer. We encourage applications regardless of ethnic origin, race, religious beliefs, age, disability, gender or sexual orientation, and any other protected status as required by applicable law.

If you require any adjustments or additional support during the recruitment process for any reason whatsoever, please let us know.