Customer AI Deployment & Customer Success

Does driving innovation and creating better experiences through technology inspire you? At Re-Leased, we're levelling up real estate and helping property professionals thrive in a digital-first world. Our cloud-based property management platform combines smart automation, AI-driven insights, and deep industry expertise to make everyday work simpler and more rewarding. We're here to help property people run better businesses, build stronger communities, and love what they do. Your Role am:pm is Re-Leased's new AI-powered platform for commercial property management - a greenfield product reshaping how property managers work. This is one of the first two hires into the delivery function, working directly with the GM of am:pm. Early enterprise customers are landing and the delivery processes aren't built yet - you come in while the methodology takes shape, focused on the human side of change: helping property teams adopt new workflows and stay engaged well past go-live. This role owns the enablement and ongoing success experience for customers adopting am:pm - embedding new workflows, driving adoption, and keeping customers realising value long after go-live. You are the face of that change: building trust fast and turning early adoption into sustained, expanding usage. The role sits between change management and customer success, with enough technical grounding to handle product questions live. What you learn with customers shapes the playbook, since delivery is being built from scratch. Your Responsibilities Own the customer enablement and adoption journey end to end - workflows embedded, teams live, usage sustained Work onsite with property managers to guide them through the transition and beyond Troubleshoot and resolve adoption challenges during and after implementation Run regular check-ins post go-live to track adoption health and surface risk early Deliver engaging, practical training for property managers and operational teams Tailor content and cadence to each customer's specific goals, workflows, and maturity Build and maintain high-quality documentation and playbooks to scale future engagements Gather customer feedback and feed insights back to Product and Customer Success Build trust and enthusiasm for the platform through hands-on, ongoing support Communicate change clearly and handle concerns with empathy and confidence Act as the primary champion for customer success throughout enablement and beyond Partner with customer champions and directors to build lasting internal capability - champion networks and an AI centre of excellence that keep adoption compounding after go-live Help define what good adoption and ongoing success look like at each stage; flag gaps and bring improvements back to the team Feed what you learn with customers into the playbooks, partner enablement approach, and services framework as delivery scales Your Experience 5-8 years in customer success, account management, or change management - running onboarding or adoption programmes with enterprise or mid-market clients; structured thinking and written output matter here alongside presence in the room Comfortable owning a book of customers post-launch, not just a single implementation milestone Technically grounded with the ability to demo, troubleshoot live in front of a customer, and articulate how the product works at a customer-facing level Hands-on experience using AI tools, agents, and workflow automation with an AI-forward mindset Proficiency in Microsoft Office, Excel essential; CRM or customer success platform experience a plus Strong communication and presentation skills; can influence and guide stakeholders through significant change Strong problem-solving and analytical thinking; commercially aware Comfortable spending regular time onsite with customers, during rollout and beyond Our culture is very important to us too, and we strongly believe in living out our core values: People First : One team globally; our people and customers a…