Client Success Lead

Cornerstone VC; London; Hybrid; GBP 70,000; Full time

Job description

About Us

Capsa AI is an operating system that aggregates, structures, and generates insights from company and market data for Private Equity (PE) funds. Founded in December 2023, we're already serving top-tier PE funds managing over £40 billion across the US, UK, and Europe. We've raised £1.8 million from Tier-1 VCs and leading PE angels, with our vision to become the leading AI platform for private capital funds.

Our founding team has deep domain expertise in PE and AI. Our CEO, Danyal, has spent most of his career in PE and Investment Banking at blue-chip financial institutions such as AEA Investors, Citigroup, and Deutsche Bank. Our CTO, Callum, is an expert in Machine Learning and AI, having worked at leading defence companies like QinetiQ, and retail tech startups such as Standard AI.

The Role

We seek a Client Success Lead to drive adoption and revenue growth through exceptional client experiences. You'll guide both paying clients and trial users, playing a crucial role in converting trials to clients. Working with sophisticated private equity clients, you'll ensure they achieve measurable business impact from our platform throughout their entire journey with Capsa.

This role requires a blend of strategic thinking and execution. You will own the client journey from trial through to conversion. You should be comfortable managing multiple trial processes, driving continuous product adoption, and building long-term engagement while collaborating with Sales, Product and Engineering teams to deliver measurable outcomes.

• Location: London, UK (Hybrid, in-person 4 days per week)
• Experience Required: 5+ years in B2B SaaS Client Success, Onboarding, or a similar client-facing role
• Remuneration: £70k + Generous ESOP
• Visa: We don’t sponsor visas yet. You must have the right to work in the UK

Key Responsibilities

• Maximise trial-to-paid conversion: Guide clients to early wins & conversions
• Ensure long-term success: Drive engagement, increase usage, maintain retention and expand accounts
• Engage in commercial discussions: Support negotiations and ensure smooth trial-to-paid transitions
• Collaborate with Sales & Product: Bridge clients needs with internal teams
• Develop scalable processes: Create playbooks to improve efficiency
• Act as a trusted advisor: Build relationships by understanding clients' needs

Requirements

• 5+ years in Client Success, Onboarding, or similar client-facing role in B2B SaaS
• Client Management: Experience with complex clients, ideally in fintech, data/analytics, or enterprise SaaS
• Commercial Focus: Track record of driving expansions via renewals & negotiations
• Communication: Confidently engage with C-suite and investment professionals
• Project Management: Coordinate multiple client trials while implementing standardised procedures
• Analytical Thinking: Analyse usage for key insights to drive informed actions
• Startup Mindset: Thrive in a fast-moving environment with no bureaucracy

Nice To Haves

• Financial experience (PE, VC or financial services clients)
• Background in investment banking, consulting, fintech, or enterprise sales
• Familiarity with key CS KPIs (trial-to-paid conversion, Net Revenue Retention, NPS)
• Ability to explain AI/data-driven products to non-technical users

Our Philosophy

• Small, talented team focusing on moving quickly with no unnecessary meetings
• Keeping things simple by solving real problems with AI
• Client obsession – staying close to build products they love

Benefits

• Private healthcare insurance
• One month per year remote working
• Budget for setting up your home office