Customer Success Executive

Lily • Permanent • London, Greater London, England, United Kingdom • £28k - £32k / year • 21h ago

The role

This is a hybrid customer success and operations role, sitting at the centre of customer onboarding, account health, platform configuration, and day-to-day delivery.

You’ll work directly under our co-founder and Head of Customer Success, supporting a growing portfolio of organisations through onboarding, activation, and account health.

Part of the job is execution: making sure accounts are set up correctly, integrations are running cleanly, and nothing falls through the cracks. The bigger part is ownership: being the person who spots a problem and sorts it, without waiting to be asked.

We are an AI-first company. A lot of the manual, repetitive work in this role is on a shrinking trajectory as we build smarter tooling. That’s by design. We want this person’s time to shift progressively toward the work that matters most: building relationships, keeping customers on track, and helping organisations change the way they hire.

What you’ll do

Set up and configure customer accounts on the Lily platform, including jobs, locations, users, automations, and integrations

Guide organisations through transforming how they hire, often using AI tools for the first time

Keep accounts healthy by monitoring progress, spotting stalls, and taking action before issues escalate

Own customer comms and follow-ups across your portfolio

Occasionally support candidates directly when something needs sorting quickly

Join success calls and drive actions off the back of them

Work closely with sales and product to keep customers moving toward their goals

Help shape the playbooks, processes, and standards that define customer success at Lily

What we’re looking for

Experience in customer success helps, but it is not the deciding factor. What matters more is how you work.

You take ownership. If something is blocked, you find out why and fix it rather than waiting for direction.

You are reliable. We are a small team. When someone is not on top of their accounts, everyone notices.

You are a good communicator. On the phone, over email, in a Slack message. Clear, warm, and direct.

You pick things up quickly. The platform, the customers, and the processes all change regularly. You adapt.

You care about the work. We are helping organisations hire the people who look after some of the most vulnerable in society. That context matters to us, and we would like it to matter to you too.

You are curious about AI. We are on the bleeding edge of what AI can do in recruitment. We want someone who wants to be there too, not just comfortable with it, but genuinely interested in what comes next.

What you’ll get

A front-row seat at a fast-moving AI startup doing work that matters

Direct access to the founders and real input into how the customer success function is built

A role that grows as we do: this is an early hire in a function we are actively shaping

Salary in the region of £28,000 to £32,000 depending on experience

Remote-first working, with occasional travel to customer sites and team meetups

The chance to help build a product that changes how essential frontline organisations hire

Apply here: (url removed)>

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