Director of Customer Success, Jiminny
+Stock Options
3 days a week in office (Fenchurch Street, London)
Sales intelligence to boost conversions
Be an early applicant
Sales intelligence to boost conversions
21-100 employees
Be an early applicant
+Stock Options
3 days a week in office (Fenchurch Street, London)
21-100 employees
Company mission
Jiminny's mission is to help teams create a culture of coaching and collaboration to support high growth.
Role
Who you are
- 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
- 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
What the job involves
- 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
- 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
- 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
- Seniority Level: Leadership / Management Team (reporting to the COO)
- Direct reports: Sr CSM’s, CSM’s, Client Enablement
Salary benchmarks
Our take
Jiminny was founded in 2016 to make sales leadership easier, by building a tool to make coaching as seamless as anything else in a client's business.
It does this by providing a platform for customer conversations which records, transcribes and analyses clients' calls and meetings in real time. This helps Jiminny's customers capture every data point for their sales teams, and offers insights to optimise sales performance.
Its core aims include improving sales visibility to make coaching easier, being a rep's lifeline, preventing leaders from drowning in unstructured data, and uniting sales teams together. Its platform monitors the progress of everyone in a client's organisation, using real metrics to help improve performance. It boasts a 15% increase in win rates and savings of 1 hour of admin work a day for sales professionals, impressive figures which have won it the custom of businesses such as Cision, Planhat and RewardGateway.
The platform integrates with a wide range of tools, such as Slack, Zoom, Outreach, Hubspot, and Salesforce. This approach has helped thousands of salespeople, through over 10 million meetings, allowing sales reps to get feedback about their sales calls without needing additional human interaction.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Employee endorsements
Opportunities to learn
"The greatest thing about working at Jiminny is the emphasis on learning. The coaching culture is the best I've ever experienced. I have at least one..."
Funding (last 2 of 3 rounds)
Aug 2022
$16.5m
SERIES A
Jul 2018
$2m
SEED
Total funding: $19m
Company benefits
- 25 days holiday, plus bank holidays
- Birthday day off
- Extra day PTO for service
- Employee stock options program so we all share in the success together
- A fantastic culture where your contributions will be valued and your development supported
- Employee engagement hub with a mental health programme, wellbeing center, discounts and recognition program
- Flexible remote working options and a collaborative, team-focused environment.
- Work from Anywhere, Wellness budget and private medical insurance
- Quarterly BeCurious Book benefit
- Bi-annual business get-together to go through numbers etc, dinner and drinks
- Regular team social activities, events, and opportunities to work from our office in Bulgaria
Company values
- Be open
- Be inventive
- Be kind
- Be brave
- Be determined
- Be a hero
Company HQ
Downtown Crossing, Boston, MA
Articles
Leadership
Tom Lavery
(CEO)After gaining extensive experience in sales, Tom left his job at Senior Vice President at Reward Gateway in order to found Jiminny in September 2016
Shelley Lavery
(CCO)Has had a long career in Sales and co-founded Jiminny after leaving Reward Gateway as Group SVP of Sales.
James Graham
(CTO)Has long-term experience in Software Engineering at Reward Gateway.
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