Customer Success Manager

Jigcar is rethinking automotive operations using AI — helping automotive businesses turn transport cost into profit and building the leading platform for operational efficiency and return on assets in the $2tn automotive industry. Dealers, OEMs, and 3PLs run huge logistics operations using spreadsheets, WhatsApp groups, and legacy tools. We're fixing that. Starting with transport, Jigcar is becoming the operating system for automotive operations and logistics: route planning, optimisation, driver apps, marketplace integrations, and intelligence — all powered by real-world usage. Founded by ex-Cazoo engineers/operators and automotive veterans (including leaders with experience from McLaren, Aston Martin, Nissan, and major dealer groups), Jigcar already powers operations for some of the UK's largest retailers. We're backed by leading investors (Concept Ventures, Triple Point, and leading automotive angels from companies like Carwow and Bumper) and are scaling quickly in 2025 to build the most product-driven, AI-first technology company in automotive. At Jigcar, we empower great people with real ownership, think big while executing pragmatically, and obsess over delivering customer value. We care deeply about outcomes over ego and look for people who share that mindset. The Role We're hiring our first Customer Success Manager / Account Manager to help define how Jigcar supports, retains, and grows our customer base. You'll work closely with dealerships, OEMs and logistics partners to ensure they get value quickly, solve the right problems and embed Jigcar into their daily workflows. This is a hands-on, operational role where you'll spend meaningful time with customers - understanding workflows, driving adoption and ensuring Jigcar becomes a critical part of their daily operations. You'll be the bridge between customers, Product and Engineering, turning real-world insight into product decisions, operational improvements and measurable impact. Location: London / Hybrid. Open to remote, but willing to travel into London office (regular travel to customer sites across the UK) Salary: £35k - 45k + performance related bonus What you'll work on: You'll own customer relationships end-to-end and help shape the foundations of Customer Success at Jigcar. This includes: Hands on customer execution (70%) You'll be regularly on-site with dealerships, planners and transport teams - mapping workflows, spotting bottlenecks and driving day-one value. This includes: Personally running onboarding for key accounts: data setup, workflow mapping, driver rollout and training. Leading customer-facing sessions: QBRs, optimisation reviews, go-live handovers, success tracking and escalations. Building deep relationships with logistics leaders, planners and branch teams - becoming a trusted advisor. Capturing detailed operational insight and translating it into clear product requirements or workflow fixes. Ensuring customers can prove the impact Jigcar has on cost reduction, utilisation, efficiency and stock turn. Customer lifecycle ownership & commercial outcomes You'll own accounts end-to-end and be responsible for the commercial health of your portfolio: Managing the full lifecycle: onboarding → adoption → optimisation → renewal. Owning retention, NRR, usage health, renewal forecasting and expansion opportunities. Identifying at-risk accounts early and taking hands-on action to turn them around. Partnering with Sales to identify upgrade and expansion triggers across transport, payments and new modules. Building our first customer advocacy engine (reference customers, case studies, site visits). Process, playbooks, and internal alignment You'll help create the CS engine that will scale with us: Creating the onboarding, adoption and renewal playbooks that define our future CS motion. Setting up health scoring, usage reporting, churn alerts and customer success metrics. Establishing repeatable processes across segmentation, escalation handling, success planning and reporting to the founders/board. Partnering with Product & Engineering to validate workflows and influence roadmap prioritisation based on real-world usage. Scaling the function As we grow, you'll help define what Customer Success looks like at 50, 100, 200+ customers: Supporting the hiring and shaping of a CS team around your playbook. Contributing to customer-facing documentation, training materials, templates and best practices. Championing a culture of operational excellence and customer-centricity across Jigcar. Who you'll work with: James (Transport Director) on operational excellence and real-world understanding Rupert (CPO) to feed field insight into product, UX and adoption Elliott (CEO) on commercial value, renewals and customer outcomes Product, Engineering & Marketing as our voice of the customer in how we build and scale What we're looking for What You'll Bring 2+ years of experience in Customer Success, Account Management or Operational Consulting - ideally in SaaS or operations-heavy environments. A high-execution bias: you do the work, you go on-site, you fix problems. Experience running complex rollouts, onboarding journeys and multi-stakeholder change management. Strong commercial understanding - confident discussing renewals, usage health, ROI and value creation. Proven ability to build trust quickly across all levels - from drivers and planners to COOs and dealer principals. Experience collaborating closely with Product & Engineering. A builder mindset: comfortable with ambiguity, process gaps and wearing multiple hats. Excellent communication - calm under pressure, structured and credible. Automotive or logistics exposure is a bonus, not a requirement - curiosity about operational businesses is. Bonus points for: Experience in automotive, logistics, marketplaces or other operations-heavy industries. Experience running customer onboarding, training or implementation processes. Exposure to workflow mapping, process optimisation or operational consulting. Experience using data or qualitative insight to influence product decisions. How you work Our culture is built around autonomy, humility and customer obsession - and we're looking for someone who reflects that: You're energised by joining early and helping shape how Customer Success is built. You communicate clearly and confidently with both customers and internal teams. You enjoy collaborating closely with Product, Engineering and Design. You're comfortable travelling to customer sites and spending time in the field. You think big, execute pragmatically and focus on what works. You care more about outcomes than ego. You're happy switching between strategic work and hands-on problem solving. This role might not be right for you if... You prefer highly defined processes and mature CS playbooks. You want narrow responsibilities rather than a mix of relationship management and workflow problem-solving. You're uncomfortable working directly with operational customers in fast-paced environments. You find ambiguity or frequent change frustrating rather than energising. What we can offer you Competitive salary and meaningful equity from day one High-spec MacBook and quality equipment Discretionary performance-driven bonuses The chance to help build a category-defining product 28 days holiday + your birthday off Our commitment to diversity The automotive industry has historically lacked diversity and balanced gender representation, and we want to help change that. At Jigcar, we're committed to building a team where people of all backgrounds feel welcome, supported and able to thrive. We actively encourage applications from underrepresented groups - your lived experience and perspectives will make us stronger. REF-225 514