Customer Success Lead - London

We're building cutting-edge LLM-powered tools to supercharge the investment research process for private market investors. Our clients include several of the world's top 10 private equity and consulting firms, and are responsible for investing billions of dollars annually. We're a profitable, bootstrapped company with a growing team of 24 based in London and NYC.

You can read more about the company mission & values here.

Customer success is critical to our business. We will only ever hire people who have done the job. You should deeply empathise with the pressures faced by consultants and investors doing DD work, and how Junior can support them to deliver faster and with greater impact. We're looking for candidates who can 'walk the walk and talk the talk'.

We are serving the largest logos in the industry and we need your help to drive adoption, satisfaction and retention with our users. You will manage global deployments of 1000s of users. You will act as the Voice of the Customer, interfacing between our users and product team to make sure we are laser focussed on eliminating the worst parts of our customers' work.

As an early member of our Customer Success team, you'll have the unique opportunity to:

• Own, build and nurture strong relationships with customers, including senior stakeholders at large cap funds and consultancies, acting as their primary point of contact and trusted partner through the onboarding, usage and feedback journey
• Plan and execute large scale AI deployments of 1,000s of users
• Act as the voice of the customer and see their needs rapidly transformed into new product features; guide the product team as to what they should be building to satisfy customer demands
• Co design training with our customers and deliver it
• Leverage data to effectively drive customer usage, satisfaction and retention
• Rapidly progress into a managerial role for an expanding customer success team
• Shape the structure and processes of the customer success team, and more broadly our company culture

We're looking for an experienced customer success lead who:

• 2+ years consulting - ideally CDD (no industry skew needed) OR 2+ years in PE OR 3+ years of customer success / product / data analytics experience in a startup / scale up
  • Should have an active interest in AI and thoughtful opinions on how it will impact our industry
• Is highly responsive and has excellent communication and presentation skills and a desire to own client relationships
• Has a strong ability to prioritise and execute, driven by customer needs and business impact, and is quick on their feet when it comes to solving customer issues
• Has an exceptional work ethic, with a rigorous focus on high quality client outcomes and operational excellence
• Is a collaborative team player with strong and clear opinions they are unafraid to share to make things better
• Will take a rigorous approach to customer analysis, reporting and data driven decision making , and can write basic database queries (e.g., SQL)
• Advanced prompting capability with ChatGPT and/or other LLM tools within professional workflows
• Native / highly fluent in English

• Private health insurance
• Gym membership (Third Space)
• Dinner when working late
• Frequent offsites (recent offsites include Crete, Greece and Cancun, Mexico)

If you're excited about the opportunity to drive innovation at Junior, we'd love to hear from you! We can't wait to meet you!