Customer Success Lead

One job. Own it completely.

PlusLive AI is an AI platform built for accounting and payroll businesses.

Your mission is simple. Make every client successful.

Help them realise value quickly, keep them engaged, and ensure they become long-term advocates of the PlusLive AI platform. Everything else is secondary.

Why a Client Success Lead at www.PlusLive.AI?

Yes, we know the ad says Customer Success Lead but LinkedIn would not allow us to change it. Dumb hey? But important because we don't want that silliness in our AI Platform. AND we're not a company obsessed with titles. We're a crew of people who take ownership of their roles and get things done. 'Lead' doesn't mean you manage people, although this may happen, it means you lead the outcome.

You own the client journey, improve it continuously, and build the systems that allow it to scale.

What this job is:

•       Clients achieving real value and choosing to stay

•       Clear target: sub-5% annual client drop-off

•       You'll will drive the building of a Client Success function that becomes increasingly automated, scalable and AI-driven.

How you will work (outcomes):

•       AI first. Automate before doing it manually.*

•       AI Agents over more hires. Less is more!

•       Build systems before adding people.

•       Solve problems once, then make them repeatable.

•       Self-service is the goal. Manual work is the exception.

•       Measure everything and improve continuously.

What you'll own:

1.   Client Onboarding: Build an onboarding experience where clients and partners can successfully onboard themselves inside the platform. Manual onboarding is the fallback, not the strategy.

2.   Training: Deliver engaging group sessions and targeted one-to-one coaching where required. As the platform matures, training becomes increasingly self-service.

3.   Partner Support Be the first point of contact for implementation and onboarding questions from our partner network.

4.   Learning Resources: Create videos, guides, walkthroughs and use cases that help clients succeed and support Marketing with genuine customer success stories.

5.   Client Success Develop confident users, not dependent customers. Help clients continually discover new value from the platform.

6.   Client Health Identify disengaged clients early and proactively help clients succeed before problems become cancellations.

Who you are:

You’ll probably enjoy this role if you are:

•       An AI savvy user at work and in your personal life

•       Self-taught and curious. You deep dive into how software works without being told to

•       Own outcomes: not just tasks

•       Know and appreciate accounting & payroll workings

•       Enjoy improving processes

•       A builder: you create process where none exists

•       Comfortable with a role that changes as we scale

What gives you an edge?

•       Worked in or around an accounting or payroll business

•       Trained people on software before even informally

•       Used AI tools day-to-day & can explain your projects

•       Had to figure things out without a playbook

This isn't a traditional Client Success role!

You're joining our team early enough to shape how Client Success works at PlusLive AI. You'll help design the onboarding experience, influence product improvements, work closely with Development, and build systems that continue to scale as the business grows.

If you're looking for a role where someone hands you a playbook, this probably isn't it.

If you enjoy building the playbook, we'd love to talk.