Head of Customer Success

About Pursuit AI Lab

Pursuit AI Lab helps businesses understand, prototype and implement what becomes possible with artificial intelligence.

We work at the intersection of strategy, design and engineering. Our role is not simply to discuss emerging technology, but to turn it into useful, well-designed products that can move from an initial idea toward production.

We believe the value of AI is not created at the moment a product is demonstrated. It is created when people adopt it, trust it, use it consistently and see measurable improvements in how they work.

That means successful delivery is only the beginning.

We are looking for a Head of Customer Success who can build strong client relationships, help customers realise value from our work and create a customer experience that becomes a competitive advantage for Pursuit AI Lab.

About the role

You will lead the customer experience across Pursuit AI Lab, from onboarding and implementation through to adoption, expansion and long-term partnership.

You will work closely with clients, strategists, project managers, designers and engineers to ensure that what we build is understood, implemented and used successfully.

You will

• Own the customer relationship after a project is initiated.
• Design and improve the full customer journey across onboarding, delivery, launch and ongoing support.
• Help customers define what success looks like and establish clear measures of value.
• Ensure clients understand how to use and integrate the products, prototypes and recommendations we deliver.
• Build strong relationships with senior stakeholders, operational teams and end users.
• Identify adoption risks, implementation barriers and unmet customer needs.
• Create customer success plans, account reviews and value-realisation reports.
• Coordinate internally to resolve issues and maintain confidence during complex projects.
• Gather structured customer feedback and turn it into product, service and process improvements.
• Identify opportunities for further projects, product expansion and deeper client partnerships.
• Develop playbooks, templates and systems that allow customer success to scale.
• Track customer health, satisfaction, adoption, retention and commercial growth.
• Lead difficult conversations when expectations, scope or outcomes are misaligned.
• Represent the voice of the customer in company planning and product decisions.

Depending on the engagement, you may support customers using

• AI agents and workflow automation.
• Voice agents and customer service systems.
• Internal productivity tools.
• Knowledge and retrieval systems.
• AI strategy and transformation roadmaps.
• Rapid prototypes progressing toward production.
• Dashboards and decision-support tools.
• AI training and capability-building programmes.
• Custom digital products and platforms.

This is a senior, high-impact role with direct influence over customer retention, revenue growth, product direction and the reputation of Pursuit AI Lab.

About you

You understand that customer success is not reactive support.

You are commercially aware, highly organised and comfortable working with senior clients. You can build trust while still challenging assumptions, clarifying responsibilities and holding both the client and internal team accountable.

You are able to translate technical complexity into clear business value.

You should have

• Significant experience in customer success, account leadership, consulting or client service.
• Experience managing senior stakeholders and complex customer relationships.
• A strong understanding of onboarding, implementation, adoption and value realisation.
• The ability to connect product usage to commercial and operational outcomes.
• Excellent written and verbal communication skills.
• Confidence facilitating executive reviews and difficult client conversations.
• Strong commercial judgment and an understanding of retention, expansion and account growth.
• The ability to identify risks before they become customer problems.
• Experience working across product, engineering, strategy and delivery teams.
• A structured approach to customer feedback and continuous improvement.
• Strong attention to detail, follow-through and accountability.
• An interest in AI, software products and emerging technology.
• Comfort working in an early-stage environment where systems are still being created.

Experience with the following would be useful, but is not required:

• AI, SaaS or technology consulting.
• Professional services or digital product environments.
• Enterprise onboarding and implementation.
• Customer health scoring and success planning.
• Product analytics and adoption reporting.
• CRM and customer success platforms.
• Renewals, account expansion and commercial forecasting.
• Change management and user adoption.
• Training, enablement or capability-building programmes.
• Working with technical and non-technical stakeholders.

We value judgment, empathy and evidence of long-term customer impact more than a specific qualification or job title.

Things to know

Pursuit AI Lab is an early-stage company operating in a rapidly changing field.

Some customers will arrive with a clearly defined problem. Others will know they need to respond to AI but will still be working out what that means for their organisation.

Your role will be to help customers move from uncertainty to clarity, and from experimentation to sustained value.

You should expect

• A high degree of autonomy and responsibility.
• Direct access to founders, executives and client leadership teams.
• Customer relationships that cross strategy, technology and organisational change.
• Projects where the solution evolves as new information becomes available.
• A need to balance customer advocacy with commercial and delivery realities.
• Responsibility for building the customer success function as the company grows.
• A strong focus on outcomes, adoption and long-term value.
• The opportunity to shape product priorities through direct customer insight.

We want to create a customer success function that is proactive, credible and commercially valuable.

The role is not to keep every customer happy at any cost. It is to create alignment, establish trust and help customers achieve meaningful results.

Benefits and perks

We want Pursuit AI Lab to be a place where talented people can do meaningful work, develop new skills and help shape the company.

Benefits include

• Competitive compensation based on experience and capability.
• Flexible and largely remote working arrangements.
• Significant autonomy over how you build and lead the customer success function.
• Exposure to leading AI models, tools and product development methods.
• Direct access to senior business leaders and decision-makers.
• Opportunities to work across multiple industries and use cases.
• The chance to influence product strategy and company direction.
• A low-bureaucracy and low-meeting working environment.
• Space to develop deep expertise in AI adoption and customer value.
• The opportunity to build a key business function from an early stage.

We care about sustainable performance. High ownership does not mean being permanently available. We expect clear communication, thoughtful prioritisation and sensible working boundaries.

How we hire

No tricks and no unnecessary stages.

We want to understand how you build relationships, create value and respond when a customer engagement becomes challenging.

1. Introductory conversation

We will have an open conversation about your experience, the types of customers you have worked with and what you would like to do next.

We will also explain more about Pursuit AI Lab, the role and the customer relationships you would help manage.

2. Customer success review

We will ask you to walk us through one or two significant customer relationships you have led.

We are interested in

• The customer’s original objective.
• How you defined and measured success.
• How you managed onboarding and adoption.
• How you built trust with stakeholders.
• What risks or problems emerged.
• How you responded when expectations were not met.
• How the relationship developed commercially.
• What you would do differently today.

We care more about the quality of your judgment and impact than the polish of your presentation.

3. Practical exercise

You may be asked to complete a small customer success exercise based on a realistic Pursuit AI Lab engagement.

This may involve reviewing a customer scenario and preparing

• A proposed onboarding and success plan.
• Key stakeholders and engagement priorities.
• Measures of adoption and value.
• Risks and likely barriers to success.
• A communication and review cadence.
• An approach to customer health and escalation.
• Opportunities for deeper adoption or future expansion.

The exercise will be appropriately limited. We will not ask you to complete unpaid client work or produce an unnecessarily large deliverable.

4. Founder conversation

You will have an open discussion with the founder about the company’s direction, your ambitions and the role you could play in building the customer success capability of Pursuit AI Lab.

5. Offer

We will discuss the proposed role, compensation, working arrangements and onboarding process.

The interview process works both ways. We encourage you to ask direct questions about the company, its customers, its products and the realities of building an early-stage AI business.

Apply for this position

Please send us

• A short introduction.
• Your CV or LinkedIn profile.
• A brief description of the most important customer relationship you have managed.
• An example of a customer engagement that was at risk and how you improved it.
• A short explanation of how you believe AI companies should help customers realise lasting value.

We are especially interested in people who build trust, create clarity and turn strong customer relationships into measurable outcomes.