Head of Customer Success at fast-growing B2B SaaS platform

Company: Jack & Jill

Lead Customer Success at a rapidly expanding B2B SaaS platform revolutionizing how consumer brands manage field teams. You'll scale the function, drive retention and expansion, and build a high-performing team. This is a pivotal role to shape strategy and significantly impact growth, moving from support to a modern, proactive success engine.

Location: London, UK

Why this role is remarkable

• Lead and scale the entire Customer Success function, transforming it into a growth driver
• Join a fast-growing B2B SaaS platform with a loyal customer base including major consumer brands
• Enjoy significant autonomy and influence, shaping the direction of a critical business area

What you will do

• Own and implement the Customer Success strategy, building scalable playbooks and frameworks
• Drive customer retention and expansion by identifying upsell/cross-sell potential and increasing adoption
• Lead, mentor, and develop a high-performing Customer Success team, fostering a culture of excellence

The ideal candidate

• 4-7 years of experience in B2B SaaS Customer Success, Account Management, or similar roles
• Proven track record of building or scaling a CS team in a high-growth, dynamic environment
• Strong leadership skills with experience owning commercial outcomes like retention and Net Revenue Retention (NRR)