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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 in a dynamic environment.
- Qualifications: Experience in Enterprise Customer Success and data-driven environments, with a focus on revenue growth.
- Other info: Be part of a fast-paced team that values innovation and personal growth.
The predicted salary is between 72000 - 108000 £ per year.
Our Mission is 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 in London employer: Jibble
Contact Detail:
Jibble Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Success in London
✨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
Show off your skills! Create a portfolio or case studies that highlight your achievements in Customer Success. This gives potential employers a taste of what you can bring to the table.
✨Tip Number 3
Prepare for interviews by researching the company and its culture. Tailor your answers to show how your experience aligns with their mission and values, especially around customer happiness and tech innovation.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about joining our team!
We think you need these skills to ace Head of Customer Success in London
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.
Tailor Your Experience: Make sure to highlight your relevant experience in both high-touch Enterprise CS and automated environments. We’re looking for someone who can bridge the gap, so show us how your background aligns with our needs!
Be Data-Driven: Since we’re all about leveraging AI and data, include specific examples of how you've used metrics to drive success in previous roles. This will help us see your revenue-minded approach in action!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to keep track of your application and ensure it gets the attention it deserves.
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 previous 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 in the past. Discuss your vision for implementing AI tools to enhance user experience and drive feature adoption.
✨Demonstrate Your Process-Building Skills
Highlight your experience in creating repeatable processes and playbooks. Share specific examples of how you've built structures that support both high-touch and self-serve users, showcasing your ability to transition from reactive to proactive support.
✨Engage with the Company’s Mission
Familiarise yourself with Jibble Group's mission to save time and money while unleashing human potential. During the interview, connect your personal values and experiences to this mission, demonstrating your alignment with their goals and culture.