Head of Customer Success
✨ AI Summary
Jibble Group is a forward-thinking Workforce Management firm based in London, with a fully remote workforce. Our flagship products, Jibble.io and PayrollPanda.my, cater to thousands of clients globally, focusing on time tracking and payroll solutions.
Role Overview:
We seek a strategic leader to elevate our Customer Success division. Your primary goal will be to connect our high-touch Enterprise customers with our extensive self-serve user base, transforming product advantages into measurable ROI, expanding revenue, and utilizing AI to enhance our Product-Led Growth (PLG) community support.
Main Responsibilities:
- Enhance Net Revenue Retention (NRR) by developing strategies for upselling within existing SLG accounts.
- Shift from reactive to proactive customer success through standardized processes and health-scoring models.
- Create AI-driven workflows for tailored support of self-serve users.
- Identify at-risk customers and apply effective intervention tactics to reduce churn.
- Develop a community of Super-Users for insights and referrals.
- Conduct Strategic Account Reviews and success mapping for key clients.
- Collaborate with Sales for seamless transitions from closed deals to active advocates.
- Utilize AI tools to enhance product engagement and feature adoption.
- Lead and mentor a high-performing Customer Success team.
- Provide customer insights to the Product team to shape future developments.
Requirements:
Ideal candidates will have experience in both high-touch and data-driven environments, a strong revenue focus, technological insight into AI applications, and a proactive approach to process development. A growth mindset is essential for navigating a dynamic, scaling company.
