Head of Customer Success
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.