Customer Success Manager

What we're building

Dayjob builds AI agents for industrial logistics. We're backed by Y Combinator, live with 12 paying customers, and on track for $1M ARR by the end of May.

We're operating in one of the largest, least-digitised sectors of the economy — construction and waste logistics. Yet it is an industry where operational decisions drive the majority of cost. Our first AI agent replaces manual vehicle routing with intelligent, real-time optimisation. There is no dominant AI-native player in this space. We intend to be that company.

Who we are

George (CEO) spent years inside Deliveroo scaling their grocery division to £100M GMV, and saw first-hand how hard operational logistics is to get right. Fred (CTO) builds AI systems for complex supply chains — Engineering Science at Oxford, AI background at Deloitte and Capgemini. We met at Oxford 13 years ago, built two companies together, and started Dayjob after spending mornings at customer depots from 6am, watching transport planners manually drag and drop jobs onto trucks. Plans took over an hour to build and were obsolete within another hour. We knew the problem wasn't missing software features — it was that humans were being asked to do work they physically cannot do reliably. We're a team of 5, based in Camden, and we move fast.

The role

Our customers are waste and construction logistics operators across the UK — businesses running fleets of 20 to 100 trucks, processing hundreds of jobs a day. These are operationally complex companies where a 5% improvement in routing efficiency can be worth hundreds of thousands of pounds a year. Our Head of Deployment manages our largest enterprise accounts. This role owns everything else — a growing portfolio of customers who need someone fully committed to their success, not splitting attention across a handful of flagship accounts.

We already have someone in customer success. This is not a support role. You will be the named owner of every account in your portfolio, with full accountability for onboarding, performance, and renewal. No shared ownership, no hand-holding. Your accounts are your responsibility.

Three things matter above everything else.

You will be on the road three days a week, visiting customer depots across the UK. Early starts, long drives, and unfamiliar environments. You need to love this, not tolerate it. If you want a desk job, this is categorically not it.

You will take complete ownership of every account in your portfolio. Not partial ownership. Not "I flagged it". You know what is happening in every account, every week, and you are personally responsible for the outcome.

You are a builder. We have a Head of Deployment running our largest accounts and an existing CS team member. What we don't yet have is someone who owns the mid-market portfolio end-to-end, builds the processes for it from scratch, and grows into leading that function as we scale. That is this role.

If all three of those things genuinely excite you, keep reading.

Your first 90 days

• Days 1–30: Visit 5 customer depots, shadow every active account, and lead your first training session for a team of planners. By the end of month one you will know every customer by name and have a clear view of where each account stands.
• Days 31–60: Take full ownership of your account portfolio. Run your first solo renewal conversation. Identify the top 3 product friction points your customers are experiencing and brief the engineering team on them.
• Days 61–90: Build the first version of the Dayjob customer success playbook for the mid-market portfolio. Present it to the team. This document will be used to onboard the next CS hire.

Responsibilities

• Own a portfolio of mid-market customer accounts end-to-end: onboarding, performance, renewal.
• Be onsite at customer depots three days per week. Turn up on time. Build trust with planning teams.
• Drive the quality of the AI plans our product generates for your customers. Monitor plan scores and fleet efficiency metrics daily, diagnose why jobs are going unplanned or routes are underperforming, and work with the engineering team to fix it. Your benchmark: customers should see 8%+ fleet efficiency gains and a measurable improvement in hitting customer time windows within the first 90 days.
• Own customer outcomes across three dimensions: efficiency (more jobs completed per vehicle per day), reliability (hitting customer time slots), and retention (renewing every account at or before the 3-month mark). Track these metrics weekly and be the person who spots a problem before the customer does.
• Lead the renewal conversation at the 3-month point and own the outcome.
• Establish excellent, genuine relationships with both frontline users (transport planners) and senior leadership.
• Train new users and create champions within planning teams.
• Track account health meticulously. Know what is happening in every account at all times. You will know your customers inside out.
• Work directly with our AI engineers to refine the routing logic based on edge cases you see on the depot floor. You are the bridge between what the algorithm produces and what actually works in the real world — your observations will directly shape how the product evolves.
• Feed product issues and customer requests back to the engineering team efficiently and effectively. Analytical, precise, structured.

What success looks like at 12 months

Every account you own has renewed. Your portfolio is averaging 8%+ fleet efficiency improvement against each customer's pre-Dayjob baseline. You know the names of every planner's children at every site. You have built a customer success playbook from scratch that the next hire can follow. You are the obvious person to lead the CS function as we scale.

Who we're looking for

The core question: are you someone who follows through, every time, without being chased?

You are comfortable being the most senior person in the room for your accounts. You won't be handed a playbook — you'll write it. The Head of Deployment is a resource you can lean on, not a safety net for day-to-day account ownership.

Beyond that, you likely have:

• Startup experience. You know what it means to work without a safety net.
• A full UK driving licence. You will be travelling to depots regularly, early starts included.
• Genuine proficiency with AI tools and AI agents in your day-to-day work. You are not learning about AI — you are already using it. You will be selling the value of our AI agent to customers every day; you need to believe in it because you live it yourself.
• Experience working onsite with customers in operational environments (a strong plus).
• A bias toward ownership. You do not wait to be told what to do with your accounts. You are proactive, a go-getter, but have strong stakeholder management skills both internally and externally.
• An excellent communicator who can drive adoption, proactively escalate issues, and clearly articulate complex information to both team members and peers as well as senior leadership.
• High standards for your own execution. You build processes and then follow them religiously.
• An interest in industrial sectors and a comfort level working alongside operations teams.
• When not travelling, you will be in our office in Camden.

The package

• £60,000 – £90,000 base salary depending on experience
• Equity
• Performance bonus tied to retention and expansion
• 25 days holiday + birthday off
• Learning and development budget
• A clear path to leading the CS function as we scale

Interview Process

Intro call → take-home scenario → founder interview