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- Tasks: Lead Customer Success, driving revenue growth and enhancing user experience through innovative strategies.
- Company: Join an innovative Workforce Management company with a fully remote team based in London.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional development.
- Why this job: Make a real impact by transforming customer success and leveraging AI for better user experiences.
- Qualifications: Experience in Enterprise Customer Success and data-driven environments, with a focus on revenue growth.
- Other info: Dynamic role with a chance to shape the future of customer engagement in a scaling company.
The predicted salary is between 48000 - 72000 £ per year.
Our Mission: To help businesses save time and money, and unleash their human potential. Our vision is to power and empower millions of businesses with our software.
About Jibble Group: We are an innovative Workforce Management company headquartered in London, UK, with a fully remote team. Our platforms Jibble.io, an award-winning time-tracking tool, and PayrollPanda.my, Malaysia’s leading cloud payroll solution serve thousands of paying customers globally.
About The Job: We are looking for a strategic leader to take Customer Success to the next level. Your mission is to bridge the gap between our high-touch Enterprise clients and our high-volume self-serve users, turning product value into measurable ROI, driving expansion revenue, and leveraging AI to revolutionize how we support our PLG community.
What you will do:
- Drive Net Revenue Retention (NRR) by owning the expansion strategy for SLG accounts, identifying upsell and cross-sell opportunities to grow ARR within the existing base.
- Transition from reactive support to proactive success by building repeatable processes, playbooks, and health-scoring models.
- Design and implement AI-driven workflows to provide personalised, human-like success at scale for self-serve users.
- Maintain a world-class churn rate by identifying at-risk signals early and implementing robust intervention strategies.
- Cultivate a base of Super-Users who contribute to case studies, referrals, and product feedback loops.
- Execute Strategic Account Reviews (QBRs) and success mapping for high-value accounts.
- Partner with Sales to ensure a seamless handoff from closed-won to active-advocate.
- Identify expansion triggers and lead commercial negotiations for upsells.
- Deploy AI-powered tools to monitor product usage and trigger automated nudges that drive feature adoption.
- Recruit, mentor, and lead a high-performing team of Customer Success Managers.
- Advise on and implement the CS Tech Stack to best achieve the outcomes desired.
- Act as the Voice of the Customer to the Product team to influence the roadmap.
Who we are looking for:
- The Hybrid Specialist: Proven experience in both high-touch Enterprise CS and automated, data-driven PLG environments.
- Revenue-Minded: You understand that customer happiness is a means to an end, Retention and Expansion.
- Tech-Forward: You have a vision for how AI can handle thousands of users without linear headcount growth.
- Process Builder: You enjoy the blank page and are ready to implement the CRM structures and dashboards we need to scale.
- Growth Mindset: You thrive in fast-paced environments and are comfortable with the ambiguity of a scaling company.
Head of Customer Success employer: Jibble
Contact Detail:
Jibble Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Success
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Show them you’re not just another candidate; you’re genuinely interested in their mission and how you can contribute.
✨Tip Number 3
Practice your pitch! Be ready to explain how your skills can help bridge the gap between high-touch clients and self-serve users. Make it clear how you can drive revenue and enhance customer success.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can keep you top of mind and show your enthusiasm for the role. Plus, it’s a great chance to reiterate why you’re the perfect fit.
We think you need these skills to ace Head of Customer Success
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for Customer Success shine through. We want to see how much you care about helping businesses thrive and how you can contribute to our mission of unleashing human potential.
Tailor Your Experience: Make sure to highlight your relevant experience in both high-touch Enterprise CS and automated PLG environments. We’re looking for someone who understands the balance between personal touch and tech-driven solutions, so be specific about your achievements in these areas.
Be Data-Driven: Since we’re all about driving measurable ROI, include any metrics or data that showcase your success in previous roles. Whether it’s improving retention rates or increasing upsell opportunities, numbers speak volumes and we love a good success story!
Keep It Professional Yet Personal: While we appreciate a friendly tone, remember to keep your application professional. Share your personality, but also ensure that your writing reflects the strategic mindset we’re after. And don’t forget, applying through our website is the best way to get noticed!
How to prepare for a job interview at Jibble
✨Know Your Customer Success Metrics
Before the interview, brush up on key metrics like Net Revenue Retention (NRR) and churn rates. Be ready to discuss how you've driven these metrics in past roles and how you plan to maintain a world-class churn rate at Jibble Group.
✨Showcase Your AI Vision
Since the role involves leveraging AI for customer success, come prepared with examples of how you've used AI-driven workflows or tools in previous positions. Share your vision for how AI can enhance customer interactions and drive feature adoption.
✨Demonstrate Process Building Skills
Highlight your experience in creating repeatable processes and playbooks. Discuss specific strategies you've implemented to transition from reactive support to proactive success, and how you would approach this at Jibble Group.
✨Emphasise Collaboration with Sales
The role requires a seamless handoff from sales to customer success. Prepare to talk about your experience working closely with sales teams, identifying expansion triggers, and leading commercial negotiations for upsells. Show how you can be the bridge between these two functions.