What are the responsibilities and job description for the Customer Success Lead position at Adamantine Recruitment?
Customer Success Lead - NYC - Hybrid
We are partnering with a fast-scaling Irish AI / FinTech start-up that is establishing its US headquarters in New York City. The company builds AI contract agents for institutional real estate owners - automating the accounts-payable and operating-spend function across large portfolios. Its platform audits millions of contract data points to uncover hidden costs, validate spend and protect NOI at scale, and is already trusted by institutional portfolios across the US, Canada and Europe with a combined AUM in the tens of billions.
This is a foundational hire. You will join as Customer Success Lead and own everything post-sale - onboarding, environment set-up, implementation, activation and driving usage - for sophisticated enterprise real estate clients. It is a genuine player-manager mandate: hands-on in the weeds and building out and managing the function. The clear path is to Head of Customer Success; the role is structured so the right person can prove they can run the function and grow into leading it.
What You’ll Own
- Post-sale ownership end-to-end. From the moment a contract is signed, you own the customer, setting up environments, configuring the product to the client’s portfolio, and standing up the implementation.
- Onboarding, activation & implementation. Get enterprise real estate clients live and using the platform quickly and well; turn signed contracts into active, engaged, value-realising accounts.
- Drive adoption and usage. Be relentlessly product-oriented - embed the platform’s workflows into customers’ AP and contract processes so usage compounds and value is obvious.
- Retention & growth. Own net revenue retention and renewals across a portfolio of accounts that the company sells more into over time.
- Build the function. Define the CS playbook, processes and metrics from scratch; hire, manage and mentor junior CS team members as the function scales.
- Voice of the customer. Feed customer insight back into product and ops to shape the roadmap.
Who We’re Looking For
This is a person, not a profile. The founders care far more about the right operator than a perfect CV. The non-negotiables:
- Customer-obsessed by default - someone who is energised by getting customers to value and will roll their sleeves up to make it happen.
- A builder, not a maintainer - comfortable in the ambiguity of an early-stage, in-the-weeds environment and excited to create structure where none exists.
- Player-manager potential - able to deliver hands-on now and demonstrate they can lead, hire and scale a function.
- Product-oriented and technically curious - quick to learn a complex platform and translate it into customer outcomes.
- Background - ideally from SaaS, AI, FinTech or Asset Management; experience with enterprise / institutional customers is a strong plus.
- NYC-based and able to be in-office in Williamsburg or Chelsea two days a week, starting as soon as possible.