Head of Customer Success

About Obsero

Obsero is one of the UK's leading AI search startups. We track how brands are cited and recommended across ChatGPT, Gemini, Perplexity, Google AI Mode and Claude, so marketing teams can see where they stand in AI answers and what to do about it. Some clients use our platform on its own, and others work with us as a full-service partner, with our team of senior GEO consultants alongside the platform helping them win in AI search.

The role

You will own the client experience at Obsero, from the brands using our platform day to day to the full-service accounts our consultants deliver for.

The job has three parts. You will make sure our platform clients get real value, stay and grow with us. You will lead the GEO consultants who deliver for our full-service clients, so that the quality of the work is consistent and measurable. And you will build the playbook for our consulting offering. Today our full-service offering works because we trust very experienced consultants to do a good job. Your job is to capture what good looks like and turn it into a way of working anyone on the team can follow, and that we can build on as we grow.

This is a role for someone who has seen how a great SEO agency runs from the inside and wants to build that engine for AI search, using AI to do it.

What you'll do

Platform clients

• Own satisfaction and retention across our platform clients, from onboarding through to renewal

• Run regular check-ins and reviews that show clients what is changing in their AI visibility and what to do about it

• Spot risk early, act on it before it becomes churn, and find the clients who are ready to do more with us

• Bring what clients tell you back to the product and founding team, so it shapes what we build next

GEO consultants

• Lead the team of GEO consultants who support our full-service clients, covering allocation, priorities and quality of work

• Set clear standards for what a client should get from us each month, and hold the team to them

• Be the senior point of escalation for clients, and step into key accounts when it matters

• Coach and develop the team as GEO practice changes, which it does every month

The consulting playbook

• Document how we run a full-service engagement end to end, from onboarding and audit through to strategy, delivery and reporting

• Turn what our best consultants do instinctively into processes, templates, checklists and quality checks

• Use AI and automation to make delivery faster and more consistent, and work with our product team on where the platform can take on more of the work

• Keep the playbook alive, updating it as AI search and what works within it keep moving

Nobody is going to hand you a process to follow here. We want someone who sees what needs building and builds it, then tells us about it afterwards.

Who you are

• Deep SEO knowledge, across technical, content and digital PR, built up over a number of years

• A real interest in GEO and how AI search is changing the way people discover brands, and you are already following it closely

• Agency-side experience, with a clear view of how an effective SEO agency operates, from resourcing and delivery to reporting and retention

• At your best in front of clients, and someone senior marketers trust to tell them what to do

• AI-native: you use AI tools every day to get more done, and you have built workflows, agents or automations rather than just tried them

• A high sense of agency. You take the initiative and build without being told to

• Commercial. You understand how retention, margin and expansion drive the business, and you can spot an opportunity to grow an account

• Experienced in managing or leading senior specialists

• Based in the UK with the right to work here

What success looks like

• Platform clients who renew and expand, with churn spotted and dealt with early

• Full-service clients who can see the value of the work, every month

• A consulting playbook the whole team uses, so the quality of delivery no longer depends on who is on the account

• Founders spending far less time on day-to-day delivery and client management

• More of our delivery made faster and more consistent through AI and the platform