About Jiminny

Our platform was created not only because sales leadership is tough, but because we believe it doesn’t have to be. By failing to meet the evolving needs of modern revenue teams, companies lose good sales people, managers lack the time and tools to coach and teams miss out on data that is essential for understanding their prospects and customers.

Jiminny empowers revenue teams to capture and analyse critical go-to-market insights across video, voice, and email. It helps reps automate administrative tasks, giving them more time to sell and improve performance. Managers gain confidence with actionable insights to develop their teams, while Executives trust the CRM as a source of truth for data-driven decisions and the launchpad for revenue growth. With fast onboarding, a seamless user experience, and ROI in under six months, Jiminny delivers the ultimate platform to power revenue intelligence across your entire business.

About the role

Over the past 24 months, SaaS businesses have faced unique challenges, with global events affecting not just our customers but us as well. While Jiminny has gained strong traction, we’re seeing more scrutiny than ever on every dollar spent, and it’s led to higher-than-expected churn. Our team has worked hard this year to improve how we onboard customers, helping them reach value quickly. Now, the challenge lies in expanding that value so it reaches deeper across our customers' businesses, solidifying their need for Jiminny and reducing the risk of downgrades.

That’s why we’re searching for a strategic and empathetic Director of Customer Success—someone who’s ready to build strong customer relationships, improve retention, and make a lasting impact on our company’s growth.

As Director of Customer Success, you’ll be a pivotal part of our journey to turn things around and strengthen customer loyalty. Your goal will be to design a comprehensive success strategy that increases adoption, engagement and drives long-term satisfaction. You’ll guide a team of dedicated CSMs, use customer insights to enhance the journey, and work hand-in-hand with Sales, Product, and Marketing to ensure we’re always delivering real value to our customers. Most importantly, you will approach each day with an entrepreneurial mindset: rolling up your sleeves and doing whatever it takes to grow. In exchange, our team is committed to supporting the culture of learning and experimentation that you develop.

Key Responsibilities:

Retention & Churn Management

• Build on the current strategy to retain customers and extend their lifetime value with us.
• Dive deep into churn data to uncover trends, root causes, and opportunities to win back customers.
• Collaborate closely with the Product team to drive improvements that address customer needs.

Customer Success Strategy

• Implement industry best practices, including metrics to flag at-risk accounts early on.
• Create meaningful milestones along the customer journey to ensure a positive experience at each stage.
  

• Lead, mentor, and grow a team of 7 Customer Success and Enablement specialists, equipping them to succeed and empowering them to excel.
• Champion a customer-centric culture across the company, ensuring that the team continues to go above and beyond in supporting clients.

• Work closely with Sales to streamline the handoff from sales to success, ensuring a seamless customer experience.
• Partner with Marketing to design content and initiatives that strengthen customer engagement.
• Collaborate with Product and Engineering to share insights that shape our roadmap and customer-focused improvements.

• Build trusted relationships with key accounts, positioning yourself as an advisor to encourage product adoption and growth.
• Develop a customer advocacy program, identifying and nurturing champions who love our product.
• Be the voice of the customer in strategic discussions, making sure their needs are always front and centre.

• Set and track KPIs on customer health, retention, and satisfaction, keeping a close eye on what drives loyalty.
• Use data to inform improvements to the customer experience and identify at-risk accounts early on.
• Report on Customer Success performance to executive leadership, demonstrating the impact of initiatives.

Qualifications

• 7+ years in Customer Success, Account Management, or a related field, with at least 3 years in a leadership role within a SaaS or tech company. 
• Proven track record of reducing churn and driving customer retention and expansion. Strong analytical skills and experience leveraging customer data to make informed decisions. 
• Experience collaborating across teams, particularly with Product, Sales, and Marketing. 
• Excellent communication skills and a knack for building rapport at all levels. A customer-first mindset and a passion for delivering a top-quality experience.
• Adaptability and resilience to thrive in a fast-paced, evolving environment. 
• Ability to thrive in a fast-paced, dynamic environment and adapt quickly to changing priorities and business needs. 
• Familiarity with customer success tools and CRM platforms (e.g., Planhat, Hubspot, Salesforce). 
• Experience in high-growth startup/scale-up environments

• Background in building and optimising customer success programs and playbooks. 
• A natural networker: You enjoy building relationships with influencers, early adopters, and brand advocates. 
• A storyteller: You get excited about products and the problems they can solve and can make that excitement contagious. 
• Self-motivated: You identify opportunities and roll up your sleeves to make them happen; you’re not too good for hands-on execution. 
• Not afraid to experiment: Willing to risk failing and learning. 
• Technology enthusiast: Stays up-to-date on the latest tools and best practices and is always striving to make processes more efficient and effective. 
• Data-Driven: Strong background in understanding how to optimise customer support platforms, customer usage, customer support and sales and marketing data architecture.

Additional Information

• Remuneration: Salary, Stock Options
• Seniority Level: Leadership / Management Team (reporting to the COO)
• Employment Type: Full-timeLocation: Hybrid London/Remote - 3 days a week in the office 
• Direct reports: CSM & Client Enablement teams.