Head of Customer Success (£55k-£60k + Equity) at HYBR LIMITED

Job Title

Head of Customer Success

Salary

£55k-£60k + Equity

Company Description

HYBR LIMITED is an AI-native PropTech startup valued at £13.5m, building the essential letting infrastructure that powers the UK rental market.

Job Description

You will own the entire customer journey for HYBR LIMITED, transforming sales handovers into long‑term success. As a hands‑on leader managing a small team, you'll drive technical onboarding, retention, and commercial expansion. This role bridges the gap between client needs and product development, directly shaping the roadmap for a high‑growth startup.

Location

London, UK

Why this role is remarkable

• Join an AI-native PropTech at a pivotal moment, with a £13.5m valuation and a Series A round planned within the next 12 months.
• Take true commercial ownership of the client funnel, moving beyond relationship management to drive actual upsells and expansion in a high‑growth environment.
• Directly influence product strategy by translating deep client insights into feature priorities, working closely with the Director of Operations and the product team.

What You Will Do

• Lead the end-to-end client adoption process, including sales handovers, technical setup, and comprehensive training to ensure immediate and long‑term value.
• Manage key client relationships personally while overseeing an Account Manager to maintain high adoption and retention rates across the entire portfolio.
• Identify and execute on expansion opportunities, acting as a commercially-driven partner who spots growth potential before the client even realizes it.

The ideal candidate

• Brings 5+ years of experience in Customer Success or Account Management, ideally within a high-growth B2B SaaS or AI-driven environment.
• Demonstrates a builder mindset with the resilience and scrappiness required to create a CS function from scratch rather than just maintaining a mature one.
• Possesses the technical literacy to guide clients through complex setups and the strategic depth to diagnose the real problems behind user feedback.