At a Glance
- Tasks: Lead customer success and drive growth for innovative AI solutions.
- Company: Join Passion Labs, a cutting-edge AI research lab in London.
- Benefits: Competitive salary, equity options, and the chance to shape a growing team.
- Other info: Work closely with top-tier researchers and entrepreneurs in a dynamic environment.
- Why this job: Make a real impact by building customer success from the ground up.
- Qualifications: 8+ years in customer success with strong AI knowledge and project management skills.
The predicted salary is between 70000 - 90000 £ per year.
- Job Title
- Customer Success Lead
- Salary
- £75k+ + Equity
- Company Description
Passion Labs is a London-based applied AI research lab building custom ML solutions for enterprises like the BBC and FT.
Founded by serial entrepreneurs from OTO and Pyrsos AI, the 12-person team of Ph D-level researchers creates advanced AI tools across industries including music discovery, agriculture, and structural engineering.
Job Description
You will own the entire client book at Passion Labs, driving adoption and commercial expansion for custom AI/ML products.
Bridging the gap between a Ph D-heavy technical team and non-technical enterprise buyers, you’ll oversee delivery, manage NRR targets, and build the customer success function from the ground up for their expanding AI portfolio.
- Location
- London, UK
- Why this role is remarkable
- Join a Ph D-led AI research laboratory working on complex, real-world applications for global brands like the BBC and Financial Times.
- Lead the transition from a consultancy model to a scalable product-led growth strategy, building the customer success function entirely from scratch.
- Work directly with serial entrepreneurs and top-tier ML researchers in a high-impact, pre-seed environment with significant equity upside and influence.
What You Will Do
- Own the full customer lifecycle for all active accounts, acting as the primary commercial and strategic partner for enterprise clients.
- Identify and close expansion opportunities including upsells and new use cases to drive net revenue retention across the portfolio.
- Coordinate between technical teams and non-technical stakeholders to ensure seamless project delivery and successful adoption of complex AI tools.
- The ideal candidate
- Has 8+ years of experience in customer success or account management at B2B tech companies, with a proven history of scaling revenue.
- Possesses strong AI fluency, capable of translating deep technical ML capabilities into business value for C-suite stakeholders and non-technical buyers.
- Demonstrates exceptional project management skills and a builder's mindset, thriving in early-stage environments where processes need to be designed, not just followed.
- #J-18808-Ljbffr
Customer Success Lead (£75k+ + Equity) at Passion Labs employer: Jack & Jill
At Jack & Jill, we pride ourselves on being an exceptional employer that fosters a dynamic and innovative work culture. Our team enjoys a range of benefits including flexible working arrangements, professional development opportunities, and a collaborative environment that encourages creativity and growth. Located in a vibrant area, we offer unique advantages such as access to cutting-edge technology and the chance to work with industry leaders in AI-driven marketing strategies.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Lead (£75k+ + Equity) at Passion Labs
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Jack & Jill. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Jack & Jill before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Lead (£75k+ + Equity) at Passion Labs
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Jack & Jill:Your cover letter is your chance to shine! Tell us why you want to work at Jack & Jill specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Jack & Jill!
How to prepare for a job interview at Jack & Jill
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
