Client Success Manager Customer Success London

Role:Customer Success Manager
Location: London / Hybrid (minimum 2 day per week at our Fenchurch Street office)

We're over 8 years into business at Jiminny and in the strongest position we've been in in terms of understanding our ideal client and what signals a successful client and what signals risk in the relationship.

We're also in a position where we've got a large enough volume of clients that we can segment our service by client size to provide the most impactful service to our clients.

That leads us to look for a Customer Success Manager to join our growing CS team in London, UK. You will lead part of our market client base from onboarding onto the Jiminny platform, through to getting the team adopted and feeling all the love for Jiminny.

Interested? Then carry on reading.

• You take pride in delivering exceptional client outcomes - and hold yourself to high standards.
• You're hungry to improve, open to feedback and always chasing better.
• You're commercially savvy and results-driven, with a strong sense of ownership.
• Your curiosity helps you get to the root of a client's goals - and how to move the needle for them.
• You thrive in a fast-paced environment and stay focused under pressure.
• You bring energy, accountability and a solutions-first attitude to your team.

• Owning a portfolio of clients and being directly accountable for retention, renewals and account health.
• Driving client success plans that deliver measurable outcomes aligned to business goals.
• Spotting risk early, acting decisively and creating recovery plans to keep accounts on track.
• Partnering with Sales on strategic growth opportunities and expansion conversations.
• Engaging with stakeholders at every level - from frontline users to executive sponsors - to ensure impact is felt across the business.
• Pushing for product improvements grounded in real client use cases.
• Keeping your systems (and your comms) sharp - no surprises, no gaps.
• Constantly looking for ways to raise the bar for yourself, your accounts and the CS team as a whole.

• You've got a minimum of 2 years experience managing a portfolio of SaaS clients.
• You've learnt how to balance multiple client demands and find opportunity in the challenges.
• You're comfortable using our support platforms (familiarity with Intercom, Jira, Salesforce, Planhat is ideal, but not required).
• You excel at getting clients to connect with you and value your partnership.
• You're proactive and hardworking - you'll hunt out opportunities to make things and yourself better.
• You're extremely organized and can juggle multiple clients, tasks and projects at once.
• You have a love of learning and enjoy an environment where developing each other is core to teams success.
  

• Competitive base salary with annual reviews
• Flexible and hybrid working options
• 25 days of PTO plus your birthday off
• Summer Fridays - (work 9 a.m. to 1 p.m., July-September)
• Extra PTO days for service milestones
• CycleToWorkscheme
• Quarterly BeCurious Book benefit
• Employee option program to share in the company's success
• A fantastic culture that you can help shape and develop
• Benefits including Work from Anywhere and private medical insurance
• Employee engagement hub with a mental health programme, wellbeing centre, discounts and recognition program.

You've made it to the end of the ad, which means you're probably interested. If you tick the "requirements" boxes and are excited about what we're doing, we'd love to hear from you and explore how we can.