Job Overview
Location
London
Job Type
Full-time
Category
Marketing
Date Posted
May 22, 2026
Full Job Description
đź“‹ Description
- • Own scaled customer engagement across a portfolio of 2,000+ accounts, managing retention and expansion through timebound, digital-first touchpoints that drive activation, retention, and net revenue retention (NRR) outcomes.
- • Execute strategic human touchpoints at critical moments—customer activation, expansion discussions, renewal conversations, and risk interventions—ensuring high-impact interactions occur only when they move the needle.
- • Build and operate the 1:many communication engine, owning the cadence, segmentation, and send logic for lifecycle emails, feature updates, Loom walkthroughs, and webinars—not just executing them, but designing their structure and impact.
- • Experiment relentlessly with AI and automation to scale engagement, building triggered workflows, AI-assisted outreach, and automated health score responses without relying on engineering support, prioritizing speed of shipping over perfection.
- • Partner cross-functionally with Product, Marketing, and Customer Success leadership to synthesize churn reasons, feature confusion patterns, and expansion triggers from the account book into structured, actionable insights.
- • Proactively shape the evolution of the scaled engagement function by creating structure where none exists, iterating rapidly based on data and feedback, and adapting systems as the customer base and business grow.
- • Directly own gross revenue retention (GRR) and net revenue retention (NRR) metrics, translating customer behavior into measurable business outcomes.
- • Use health-score dashboards to triage account priorities and structure weekly workflows, ensuring focus is aligned with risk, opportunity, and engagement potential.
- • Conduct renewal conversations independently, including pricing negotiations and objection handling, without escalation, demonstrating commercial acumen and customer empathy.
- • Design and refine automated customer journeys using AI tools to reduce manual effort while increasing engagement quality, treating AI as a lever for efficiency, not a novelty.
- • Maintain a high standard of written communication, crafting clear, concise, and compelling product updates and outreach that customers find valuable and worth reading.
- • Operate with a systems-thinking mindset, naturally asking "how might we scale this?" and building repeatable, adaptable playbooks that work across diverse customer types and segments.
- • Embody an entrepreneurial, experimental mindset—biased toward action, rapid iteration, and learning through doing, with low tolerance for over-engineering or bureaucratic processes.
- • Align with the company’s brand values: intelligent, low-BS, authentic, and deeply customer-obsessed, prioritizing truth, clarity, and impact in all interactions.
🎯 Requirements
- • Proven experience building or executing 1:many customer success programs such as email campaigns, webinars, customer communities, or automated customer journeys across a high-volume account book.
- • Demonstrated ability to manage 1,000+ accounts with a systems-oriented approach, distinguishing between accounts requiring automation and those requiring human intervention.
- • Strong analytical skills with comfort using data dashboards (e.g., health scores) to prioritize work and drive retention and expansion outcomes.
- • Technical aptitude and genuine enthusiasm for using AI tools to automate engagement workflows without engineering dependency.
- • Commercially sharp with direct experience owning renewal conversations, pricing discussions, and objection handling.
- • Exceptional written communication skills with ability to craft compelling, concise, and high-impact customer messaging.
🏖️ Benefits
- • Opportunity to build the first-ever Scaled Engagement function at a high-growth AI company with top-tier investors and enterprise customers.
- • Work at the intersection of AI, automation, and customer success in a company growing 5x YoY with raving fans and media coverage in Fortune, Forbes, and TechCrunch.
- • Autonomy to design, test, and iterate systems with minimal bureaucracy, shipping quickly and learning from real-world impact.
- • Direct influence on product, marketing, and customer success strategy through structured feedback loops from a large, diverse customer base.
Skills & Technologies
Onsite
About Metaview AI Limited
Metaview AI Limited provides an AI-driven platform that automatically records, transcribes, and summarizes job interviews and recruiting conversations. The system integrates with applicant-tracking and video-conferencing tools to capture structured data, generate concise notes, and surface actionable insights for hiring teams. Headquartered in London and founded in 2018, the company serves recruitment agencies and enterprise talent organizations seeking to reduce administrative overhead, improve interview consistency, and make evidence-based hiring decisions.
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