[Hiring] Customer Success Manager @Uniti AI

Role Description

As a Customer Success Manager at Uniti, you'll own customer relationships from the moment they go live through renewal and expansion, across every vertical we serve — for our operators outside the US. Based in the London area, you'll manage our international book across multiple countries and time zones, partnering with Sales, Implementation, Product, and Engineering to make every operator successful with their first agent — and walk them into the next one. This role exists because our international customer book is growing faster than any one person can hold, and because the customers we keep and grow this year are the ones who carry us into the next vertical — and the next country.

What you'll own

• Own the post-sale relationship for every international operator on your book — onboarding, adoption, renewal, and expansion — across countries and time zones outside the US.
• Partner with the AE on a clean Sales-to-Implementation handoff, then run the kickoff and pilot phase alongside the Implementation Manager through go-live, coordinating across time zones as needed.
• Monitor agent performance and operator health weekly — call quality, response time, conversion, escalations — and surface risks before they become churn, accounting for local market and regulatory context where relevant.
• Lead renewal conversations and identify expansion paths into additional agent families, additional channels, and additional countries. You own the commercial conversation, not just the relationship.
• Translate what you hear from international operators into product feedback that lands with the right people on Product and Engineering. Be the international operator's voice in the building.
• Keep internal systems current — health scores, churn risk indicators, expansion forecasts, check-in cadence in Monday.com — so commercial leadership can see the international book at a glance.
• Develop real affinity for what our customers actually deal with day-to-day, wherever they operate. Talk to operators. Sit in on calls. Share what you learn with the team.

Qualifications

• 3–5 years in Customer Success, Account Management, or Strategic Partnerships at a SaaS or AI company.
• Real estate or multi-location operator experience strongly preferred.
• Experience managing customers across multiple countries or time zones.
• Strong understanding of the customer lifecycle from pilot through renewal and expansion.
• CRM (Salesforce, HubSpot), a BI tool, Monday.com or similar.
• Analytical instinct: you can read an operator's adoption metrics and tell us what's actually going on, not just what the dashboard says.
• A track record of running ambiguous customer situations end-to-end.
• Based in or around London, with flexibility to work across time zones to support an international customer base.

Bonus

• Operator background — you've worked at a real estate operator, a property management company, or a vertical SaaS that sold into one.
• Familiarity with PMS systems used by real estate operators, including outside the US.
• Prior work at an AI-native company where you've owned customer success during a category's early growth.
• Experience working with customers across the UK, Europe, or other international markets.
• Startup experience a big plus.

Who you are

• You want to be at an early-stage startup.
• You take ownership of large, undefined problems.
• You're collaborative and independent.
• You're close to the customer.
• You ship fast and iterate.
• You're comfortable being the person building out how Uniti supports customers beyond the US.

Benefits

• Full medical, dental, and vision coverage
• Flexible PTO
• Meaningful equity and responsibility