Founding Customer Success Lead

Founding Customer Success Lead About Elyos AI We’re building the next generation of customer service with AI Agents. Our agents answer calls, reply to emails and WhatsApp messages, make bookings, take payments, and operate the CRM in the same way a human would. We founded Elyos in June 2023 and took part in the Y Combinator S23 batch. Our founders spent four months in San Francisco living and breathing AI. Since then, we’ve been growing revenue ~30% month on month and shipping fast. It’s been wild so far - and we’re just getting started. We recently raised a $13m series A to turbocharge our growth. WHY JOIN US? If you care deeply about customer outcomes, love building functions from scratch, and want to sit at the centre of product, engineering, and customers, this role is for you. As our Founding Customer Success Lead, you’ll define how customers onboard, adopt, and expand with Elyos, and you’ll own retention and long-term value from day one. You’ll work hands-on with AI agents that handle real customer conversations, bookings, and payments, helping customers trust automation in mission-critical workflows. ABOUT THE ROLE We’re hiring a Founding Customer Success Lead to build customer success at Elyos from zero. You’ll work directly with Adrian (CEO) and partner closely with product and engineering to ensure customers achieve measurable value quickly and consistently. This is a builder role. You won’t inherit a playbook - you’ll create it. You’ll own onboarding, success metrics, renewals, expansions, and the feedback loop that shapes the product as we scale. KEY RESPONSIBILITIES CUSTOMER OUTCOMES & RETENTION - Define what “success” means for different customer segments and track it rigorously - Monitor customer health signals and intervene early to prevent churn - Run regular check-ins, reviews, and performance discussions with customers - Identify expansion opportunities through increased usage, new channels, or additional workflows - Own renewals and retention outcomes as the company scales - Fix small bugs in the product to satisfy customer needs PRODUCT FEEDBACK & ENABLEMENT - Be the voice of the customer internally, ensuring real-world usage shapes the roadmap - Translate customer feedback into clear product requirements and priorities - Partner with product and engineering to close gaps surfaced during onboarding and usage - Help define standards for conversation quality, workflows, and automation logic BUILDING THE CS FUNCTION - Create customer success processes, playbooks, and tooling from scratch - Define metrics, reporting, and success dashboards - Build and eventually lead a customer success team as we grow - Establish a high bar for ownership, responsiveness, and customer impact EXPERIENCE - Experience in customer success, implementation, or account management in B2B SaaS - Strong communicator who can build trust with both customers and internal teams - Comfortable working with technical products and explaining them clearly - Highly organised, process-driven, and able to manage multiple customer relationships - Thrives in fast-paced, ambiguous startup environments - Commercially minded with a strong sense of ownership over outcomes BONUS - Experience working with AI, automation, or developer-adjacent products - Background in product, operations, or technical implementation - Early-stage startup experience - Familiarity with usage-based or expansion-driven revenue models - Experience with coding PERKS & BENEFITS - 💸 Competitive salary & equity - we are building together, we win together - 📚 AI-focused learning & development - stay ahead of the curve. - ✈️ Team socials & annual offsites - cool destinations included(last year we went to Greece!). - 🏥 Private healthcare - because your well-being matters.