At a Glance
- Tasks: Lead the customer journey, ensuring success from onboarding to retention and expansion.
- Company: Join HYBR LIMITED, an innovative AI-native PropTech startup valued at £13.5m.
- Benefits: Competitive salary of £55k-£60k plus equity in a high-growth environment.
- Other info: Dynamic role with opportunities for growth and influence in a fast-paced startup.
- Why this job: Make a real impact by shaping product strategy and driving client success.
- Qualifications: 5+ years in Customer Success or Account Management, ideally in B2B SaaS or AI.
The predicted salary is between 55000 - 60000 £ per year.
HYBR LIMITED is an AI-native PropTech startup valued at £13.5m, building the essential letting infrastructure that powers the UK rental market.
You will own the entire customer journey for HYBR LIMITED, transforming sales handovers into long‑term success. As a hands‑on leader managing a small team, you'll drive technical onboarding, retention, and commercial expansion. This role bridges the gap between client needs and product development, directly shaping the roadmap for a high‑growth startup.
Location: London, UK
Why this role is remarkable:
- Join an AI-native PropTech at a pivotal moment, with a £13.5m valuation and a Series A round planned within the next 12 months.
- Take true commercial ownership of the client funnel, moving beyond relationship management to drive actual upsells and expansion in a high‑growth environment.
- Directly influence product strategy by translating deep client insights into feature priorities, working closely with the Director of Operations and the product team.
What You Will Do:
- Lead the end-to-end client adoption process, including sales handovers, technical setup, and comprehensive training to ensure immediate and long‑term value.
- Manage key client relationships personally while overseeing an Account Manager to maintain high adoption and retention rates across the entire portfolio.
- Identify and execute on expansion opportunities, acting as a commercially-driven partner who spots growth potential before the client even realizes it.
The ideal candidate:
- Brings 5+ years of experience in Customer Success or Account Management, ideally within a high-growth B2B SaaS or AI-driven environment.
- Demonstrates a builder mindset with the resilience and scrappiness required to create a CS function from scratch rather than just maintaining a mature one.
- Possesses the technical literacy to guide clients through complex setups and the strategic depth to diagnose the real problems behind user feedback.
Head of Customer Success (£55k-£60k + Equity) at HYBR LIMITED in London employer: Jack & Jill
HYBR LIMITED is an innovative AI-native PropTech startup located in London, offering a dynamic work environment that fosters creativity and growth. As a key player in the UK rental market, employees benefit from a culture of collaboration and empowerment, with ample opportunities for professional development and equity participation. Join us to make a tangible impact in a high-growth setting where your insights directly shape our product strategy and client success.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Success (£55k-£60k + Equity) at HYBR LIMITED in London
✨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 Head of Customer Success (£55k-£60k + Equity) at HYBR LIMITED in London
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.
