[Hiring] Head of Customer Success @Jibble Group

Role Description

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.

• 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.

Qualifications

• 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.