Product Success Lead
Location: London, 83 Victoria Street (4 days a week in the office, 1 day from home), plus agents' offices for
go-lives | Full-time, permanent | Competitive salary and equity | Reports to: a co-founder
About LightWork AI
LightWork AI builds Felicity, the AI front desk for UK letting and estate agents. She answers every call,
email and message 24/7, qualifies leads and takes viewing requests, triages maintenance, and handles
around 90% of that work on her own. We are live and generating revenue with agencies across the UK.
Roughly half of those enquiries arrive out of hours, when the branch is shut and the lead goes to whoever
answers first. Felicity answers in under 20 seconds.
The Role
We are hiring one technically trained owner for every customer after the sale. You get each agency live,
prove Felicity's value in the agency's own numbers, and turn what customers run into into fixes that
product and engineering can ship.
Most of the risk with our customers is technical: an agency that isn't fully connected, or a Felicity that has
handled nothing in 14 days, needs someone who can open the logs and fix the cause, not just report it. A
trial that ends without the agency paying is a lost customer.
You start as an individual contributor with no direct reports and a weekly one-to-one with your co-founder
manager. Sales (one lead for independent agencies, one for groups) closes the deal and owns pricing.
You take it from signed agreement to first live enquiry, then keep the account.
You are organised, calm with a frustrated agency owner, clear with people who aren't technical, and you
ask for feedback and use it.
What Good Looks Like
• Month 1: you know every live account, how each one is connected and how Felicity is performing for
it, and you have taken a newly signed agency towards go-live from a written handover.
• Month 3: the per-branch report and at-risk alert you built in your first 60 days are trusted at the weekly
review, and no trial starts without the success criteria, go-live date and price you signed off.
• Month 6: branch retention and trial to paid are rising, time to go-live is falling, and anything fixed twice
has become a template, a tool or a product change.
Key Responsibilities
When these compete for your week, this is the order.
Accounts at Risk
• Score every account's health every week from Felicity's own data: enquiries handled, viewing requests
passed to the branch, staff picking up her handoffs, and errors.
• Call at-risk accounts the same week.
• Give every lost account a reason backed by the record, not a guess.
Go-Live
• Own each agency from signed agreement to Felicity's first live enquiry.
• Join the last sales call and get a written handover: how each branch handles enquiries today, why
they bought, and what was promised.
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• Connect the channels and property software (such as Alto, Street, MRI and Loop), set Felicity up the
way each branch already works, and train staff on her handoffs.
Trial Entry
• No trial starts until the agency has agreed in writing what "working" means, the go-live date and the
price afterwards. You sign that off.
• Flag a poor technical fit before a deal closes.
Proof of Value
• Build the evidence behind each account's reviews in the agency's own numbers: enquiries caught out
of hours, viewing requests from them, response times, and what that is worth in fees.
• Draw every number from the logs, with each one defined.
The Fix, Not Just the Ticket
• Change configuration yourself, within what Felicity supports, and never write custom code into a
customer's account.
• Send bugs to engineering with the affected customers attached.
• Rank the jobs Felicity can't yet finish by how many customers need each one, and review that list with
product and engineering monthly.
• Make go-lives cheaper: anything fixed twice becomes a template, a tool or a product change.
Groups and Growth
• Roll groups out a trial branch first, with a named champion who trains the next wave's champions;
each wave starts when the last meets the agreed criteria.
• Spot growth inside accounts (more branches, more channels, usage near the plan's allowance) and
pass it to sales or customer success within a week. You don't set prices.
• Work with the customer success team so every account has one named owner.
How You're Measured
Four numbers at the weekly company review, independents and groups shown separately. In your first 60
days you turn our per-branch data into a report and an alert you trust.
• Branch retention (up): the share of branches paying at the start of the month that are still paying at the
end.
• Trial to paid (up): the share of trials ended that month that converted to a paid invoice within the trial
window.
• Live in 14 days (up): the share of live branches where Felicity has handled an enquiry in the last 14
days.
• Time to go-live (down): median days from signed agreement to Felicity's first live enquiry.
Requirements
Must Have
• You've shipped technical work that paying customers rely on: integrations, configuration, scripts, or AI
and automation workflows. You can walk us through one, including what broke.
• You've owned a customer number, such as retention, conversion or adoption. You can say where it
started, what you changed, and where it ended.
Also Great
• Three or more years in forward-deployed, solutions or implementation engineering, technical account
management or technical customer success.
• A technical degree. Shipped work counts equally.
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• You already know property or property software. If you know AI but not lettings, we teach you: two
weeks inside live branches with the customer success team, then go-lives alongside them before you
lead one.
Why Join LightWork AI
• Join a small, AI-first team with a product UK agencies already use and pay for.
• Own every customer after the sale, measured on four numbers that show the difference you make.
• The templates and tools you build become product.
• Work closely with the founders, with a weekly one-to-one with your co-founder manager.
• Competitive salary plus equity; any variable pay is tied only to the four measures.
• Hybrid working: 4 days a week with the team in our London office, 1 day working from home, plus
agents' offices for go-lives.
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