Customer Success Engineer, London

Customer Success Engineer, London Help a customer get started in the morning. Build an automation that solves the same problem for twenty more customers in the afternoon. Check whether it worked the next day. We're hiring a Customer Success Engineer to help customers turn our product into part of their everyday work. You'll combine practical customer success with building the systems, communications and learning experiences that make adoption repeatable. About Us Fifth Dimension builds AI software for the firms that invest in and manage real assets. We help people work with complex documents and business data, from leases and financial models to investment memos. We're a Series A company with offices in London, New York and Singapore. Our values are Own It, Ship It and Don't Be Boring . We move quickly, challenge each other kindly and care about making something customers actually use. The Challenge A useful product does not automatically become a useful daily habit. Customers need to connect their data, complete a valuable piece of work and come back to do it again. Your job is to make those steps easier, then make them work consistently across customers. Imagine several customers are getting stuck connecting Microsoft 365. You help one through the setup, identify the shared problem, improve the guidance and follow-ups, and check whether more people reach their first useful result. About You You like helping people and making things. When the same question comes up twice, you start thinking about a better way to answer it. You can learn a technical product, explain it clearly and follow a problem through without waiting for a perfect brief. You've probably spent one to three years in a technical customer role, implementation, support or operations. Strong projects, internships or your own business can demonstrate the same ability. Your Impact A practical individual contributor role, working directly with our CTO and closely with Customer Success, Account Management, Product and Engineering. A builder who learns from individual customer problems and creates solutions that help many customers. Ownership of onboarding, adoption programs and routine-support improvements, with experienced colleagues to learn from. What This Role Is Not A sales-quota or renewals role. Account Management owns commercial relationships. A role spent solely answering tickets. You need time to build the systems that reduce repeat questions. A senior software-engineering or bespoke enterprise-implementation role. Day to Day, You Will Build adoption programs : onboarding sequences, useful prompts and follow-ups based on what customers have actually done. Improve first-line support : handle questions, find recurring issues, maintain useful guidance and build AI-assisted answers and routing, with tested output and clear human escalation. Teach customers : run onboarding, webinars and office hours; make short videos, examples and guides people can use independently. Make product releases useful : explain what changed, reach the people who will benefit and check whether they use it. Troubleshoot : investigate configuration and integration issues, fix what you can and give engineers clear reproductions when the product needs to change. Measure progress : track time to first value, repeat use and the manual work removed. Use the evidence to decide what to improve next. What We're Looking For Something useful you built yourself: an automation, small tool or integration you can explain and improve. Practical AI use, with a habit of testing answers and checking what your tools produce. Clear writing, patient teaching and confidence working directly with customers. Comfort connecting tools and data through APIs, webhooks, scripting or automation platforms. Reliable follow-through and enough data confidence to tell whether your work helped. Nice to Have (But Not Required) Experience with Microsoft 365, SharePoint, product analytics, SQL or lifecycle communications. Experience running training or supporting a specialist professional product. Real estate or investment-management knowledge. You can learn the domain here. Your First Few Months Month 1. You can lead an onboarding session, have investigated real customer questions and have shipped your first useful automation or adoption improvement. Month 3. A repeatable onboarding or feature-adoption program is running. You can show customers reaching value faster, using a valuable process more consistently, or the team doing less repetitive work. Month 6. The programs you own reliably serve more customers without a matching rise in manual effort. You can explain which interventions improve sustained use and which you stopped. You and Chen will set targets from the starting baseline. What We Offer You Salary: £50,000–£70,000, plus equity. Hybrid, 2-3 days a week in the office. Enhanced pension contributions and private healthcare through BUPA. Generous paid time off and a two-week company shutdown in December. Enhanced parental leave: 14 weeks for the primary caregiver and six for the secondary caregiver. Direct access to experienced technical and customer colleagues, with meaningful ownership from the start. Department Product & Engineering Location London Remote status Hybrid About Fifth Dimension We're building the AI platform that powers every real asset decision. Leases, financial models, data rooms, investment memos - for decades, the people making billion-dollar calls have done it with Excel, PDFs, and an analyst working late. We're changing that. 5D turns the most complex documents and data in finance into structured intelligence that professionals actually trust. We're a Series A company with offices in London, New York, and Singapore, working with the firms that finance and manage the built world. That's every skyscraper, data centre, wind farm, and bridge - in the $393 trillion real assets market. We help them drive alpha, close faster, and make better calls. We ship daily, building a product that compounds: every data source, every skill, every customer correction makes the platform more powerful than the last. Johnny and Kate founded 5D from a shared frustration. Johnny spent 17 years inside institutional real estate, close enough to the problem to know exactly where the pain was. Kate spent 12 years building enterprise software, close enough to know what it would take to fix it. They started 5D because no one else was doing it right, and they still run it that way: demanding, direct, and genuinely excited about what they're building. The decisions 5D powers shape cities, funds, and careers. We're direct with each other, high on craft, and genuinely invested in each other winning, and we build better for it. If that's the kind of place you want to spend your time, let's talk. Founded in 2023 Co-workers 30+ Applicant tracking system by Teamtailor