Customer Success Manager

Location: Hybrid - London HQ (Fleet Street) + Remote

Department: Customer Success 

Reports to: Head of Customer Success
Base pay +  Variable pay up to £10K annual performance-linked incentive

About Kamma

Kamma exists to simplify one of the most complex and risky aspects of the housing market, making it clear, accurate, and easy to manage. Property licensing changes frequently, mistakes are costly, and even high-profile figures, such as Chancellor Rachel Reeves, have been caught out by these rules.  We help customers stay compliant without stress, avoid major fines and turn compliance from a cost into a commercial advantage, while supporting higher standards in rental homes across the UK.
 

Our platform has been rebuilt with fast, adaptable technology that allows us to launch new products quickly and respond to regulatory change. With enforcement rising and rent repayment orders set to double, demand for our solutions is accelerating. We already work with major names, including Foxtons, JLL, Knight Frank, Chestertons, Leaders Romans Group and Spicerhaart, and recent integrations open powerful new routes for distribution and growth.
 

We are an AI-native company, always striving to find AI-first solutions. We train team members in new and evolving AI tools. We will work together to automate as many repetitive tasks as possible, allowing you to focus your time on the tasks that add the most value.
 

This is a great time to join. The foundations are strong, momentum is clear, and we are scaling towards Series B revenue levels. You will join a curious, ambitious team motivated by solving problems with pace. Our culture rewards ownership, clarity of thinking and getting things done. It is a rare moment to join with equity options aligned to the impact you will have.

The Opportunity

Property licensing risk is increasing fast, and as we scale our platform and customer base, Customer Success becomes critical to retention, expansion and trust.
 

We are hiring a Customer Success Manager to join our small but growing Customer Success team. You will be responsible for delivering proactive Customer Success for our mid-sized and Enterprise customers, which is central to retaining and expanding revenue over the next 12 months as we scale towards Series B.
 

This is a new role and a new function at Kamma, with a significant opportunity to shape how we deliver world-class service while segmenting our approach by customer value. Your work will directly influence how we support enterprise customers through high-touch relationships, while enabling excellent, scalable and increasingly self-serve experiences for SMB clients.
 

If you enjoy owning complex customer relationships, driving commercial growth and helping to build scalable systems that allow teams to focus where they add the most value, this role is for you.
 

You will use your technical knowledge, sharp commercial instincts, and execution rigour to deliver value across different customer segments, with a primary focus on mid-sized and enterprise accounts, while supporting the transition to full self-serve support for SMB customers.

Success in this role is defined by three outcomes:

1. Becoming a subject matter expert: on the regulatory complexities around property licensing to add the maximum amount of value to customers.
2. Operational Excellence: Ensuring successful technical integration for mid-sized and Enterprise customers, fast resolution of complex product queries, and reliable service across all segments. Delivering practical, on-the-ground feedback to help the Head of CS build a high-performing, world-class function.
3. Retention & Growth: Owning the full client lifecycle from initial setup through renewal, driving commercial expansion and account stability, with variable compensation linked directly to expansion and upsell outcomes.

What You Will Do

The hands-on work you do covers the full client journey:

• Own Client Relationships & Service Delivery: Lead high-touch account management for mid-sized and enterprise customers, while playing a key role in shaping how we scale support for SMBs. As we move towards increasingly automated and self-serve support, you will help design, test, and improve the workflows and tooling that get us there, while stepping in where needed in the interim. You take ownership of the customer journey post-sale, from onboarding and adoption through renewal and expansion.
   
• Onboarding: Lead and execute technical and operational onboarding for mid-sized and enterprise customers, including API integration, setting up the customer for long-term success with Kamma
   
• Drive Commercial Expansion: Identify, qualify, and close upsell and cross-sell opportunities within your customer portfolio (with the support of the Head of Customer Success).
   
• Contribute to Scaling: Work closely with the Head of Customer Success, providing practical, real-world feedback on workflows. You will help design and refine automated, self-serve tools and processes to ensure SMB customers receive excellent service at scale, while protecting time and focus for high-value customer relationships.

What You Bring

• Experience: 5+ years in Customer Success or similar client-facing roles within SaaS or PropTech, with experience owning relationships for mid-sized or Enterprise customers.
  
   
• Proven Track Record: Demonstrated expertise in managing complex client programmes and closing revenue opportunities (upsell and cross-sell)
  
   
• Technical Acumen: You are comfortable speaking about API integrations, data flows, and technical solutions with both product teams and client stakeholders.
  
   
• Environment: Comfortable in an early-stage environment with evolving processes, and motivated by the opportunity to help define those processes from scratch.
  
   
• Tech Stack: Tech savvy and AI curious, comfortable learning and using modern tools and CRM systems (we use Intercom, HubSpot, Slack, Monday.com, etc) and other customer analytics and relationship tools.

Why Kamma

• Purpose and impact: help raise housing standards across the UK
• Strategic visibility: We are a small company, so you will work closely with the senior leadership, including the Head of Customer Success and commercial leadership
• High autonomy: play a foundational role in building a Customer Success function that becomes a true competitive advantage for Kamma
• Salary: 
  • Base Salary: £45,000 – £55,000 per annum, depending on experience.
  • Variable Pay: Up to £10,000 annual performance-linked incentive.
  • Equity: Participation in the company share option scheme.
• Hybrid working: two office days per week in our central London HQ
   
• Great benefits including:
  • 25 days holiday, which increases with tenure + we usually close for the Christmas period
  • 2 charity days per year
  • Pension scheme, health insurance, cycle-to-work scheme, book allowance, home office budget, curiosity budget and more.

If you are an experienced Customer Success Manager who wants to own complex customer relationships, shape a function from the ground up and help scale a mission-driven company, we would love to hear from you.