Customer Success Manager

About ClaimitWe’re a rapidly growing, seed-stage AI Tech start-up revolutionising claims management with intelligent automation. Our platform helps businesses handle logistics, loss, and delivery claims more efficiently - saving time, money, and stress.We’re scaling quickly, solving complex challenges, and building tools that transform how businesses manage their delivery operations. To help us move faster and smarter, we’re looking for a Customer Success Manager to manage end-to-end relationships with some of the UK and Europe’s leading retail and e-commerce brands, becoming their go-to contact for all things Claimit.Hybrid: 2 days per week (Mon & Thurs) in our office in Old St, London. We also have company bi-annual meets (previously held off-sites in Paris + The Cotswolds).Role Overview:Oversee the onboarding process from data integration and courier setup to go-live, ensuring every client gets value from day one.Act as the bridge between clients, couriers, and internal teams, coordinating projects, resolving issues quickly, and driving clear communication.Track performance and KPIs for each account, identifying areas to improve claim success, efficiency, and customer satisfaction.Support product feedback loops - gathering insights from customers to help shape future product features and improvements.Upsell new products and features to our existing brandsCreate and manage internal processes that improve efficiency and consistency as we scale.What We’re Looking For:Startup experience - you thrive in fast-paced, ever-evolving environments and are comfortable wearing multiple hats.A background in courier, logistics, or retail/e-commerce (bonus if you’ve worked with shipping, claims, or operations teams).Excellent organisational skills - you can juggle multiple projects, deadlines, and stakeholders without dropping the ball.Strong initiative and problem-solving mindset - you spot opportunities or issues early and take action without being asked.High attention to detail, especially when working with data, processes, or external partners.Exceptional communication skills, with the ability to sellA genuine interest in helping retail brands unlock operational savings and improve delivery experiences.What’s on OfferGenuinely competitive basic salary and meaningful options in a Seed stage AI business (we'll reveal full details during initial interview stages)Meaningful share options in a high-growth AI tech start-up.25 days annual leave + bank holidays.Access to our EMI Share Scheme.Pension scheme.Work with a small, ambitious team where your decisions have an immediate and visible impact.Interview Process & Candidate ExperienceOur interview process is designed to be fast, transparent, and collaborative.1️⃣ Intro Call with our Talent Partner (30–35 mins)2️⃣ Video Interview with Co-Founder & CEO, Andy and/or Co-Founder & CTO, Dave (1hr)3️⃣ Final F2F Meet with our Co-Founder & CEO, Andy, plus our Fractional CRO and Product Manager (1hr - offices in Old St, London)We typically provide feedback within 24–48 hours after each stage and aim to complete the entire process within 1–2 weeks.