Technical Customer Success Manager
About the Role
This is a hands-on Technical Customer Success Manager position at a fast-growing, seed-stage AI communication platform serving UK small and medium-sized businesses. You'll be the primary point of contact for a portfolio of SMB customers, owning their success end to end, from onboarding through retention and expansion. The role sits at the intersection of technical implementation and relationship management, and your work directly drives customer value and revenue retention.
What You'll Do
Own a portfolio of UK SMB customers across their full lifecycle, including onboarding, adoption, expansion, and retention.
Build trusted customer relationships and surface new use cases for AI agents to keep customers engaged and growing.
Support customers in setting up their AI assistant, implement workflows for medium-complexity cases, and coordinate with developers for advanced configurations.
Run proactive check-ins and outreach based on usage signals, spotting low engagement, expansion opportunities, and setup friction early.
Identify churn risks and act on them before they escalate.
Manage your activity autonomously in HubSpot, working from established playbooks while
