CS Team Lead

About The Role

Jurni is redefining how commerce businesses turn traffic into revenue through personalized, agentic shopping journeys. We’re a fast-growing, AI-native company working with leading consumer brands and scaling quickly.

We’re looking for a Customer Success Team Lead to lead our Customer Success and Support team, own customer retention, and build the processes that help us scale while delivering a great customer experience.

This is a hands-on leadership role. You’ll coach the team, set priorities, and establish clear standards for how we onboard, support, and grow our customers. You’ll also work directly with key accounts, lead complex customer conversations, and make sure customers see measurable value from Jurni.

You’ll sit at the intersection of customer success, performance marketing, and technology, working closely with leadership, Sales, Product, and R&D to turn customer needs into better outcomes across the business.

What You’ll Do

Lead and develop the team

• Manage and coach the Customer Success and Support team, setting clear goals, responsibilities, and expectations.
• Build a consistent rhythm for account reviews, performance feedback, and team development.
• Plan account coverage and workloads, identify hiring needs, and onboard new team members.
  
  

Own customer success and retention

• Own the customer lifecycle across onboarding, implementation, adoption, ongoing value, retention, and expansion.
• Be accountable for customer retention: identify at-risk accounts early, lead recovery plans, and address the underlying causes of churn.
• Help the team connect product adoption to measurable business outcomes, including CVR, CPA, ROAS, and revenue.
• Stay hands-on with strategic accounts and serve as the escalation point for complex customer situations.
• Identify expansion opportunities and partner with Sales to grow accounts based on demonstrated value.
  
  

Build the processes to scale

• Build and improve playbooks for sales-to-CS handoffs, onboarding, account management, customer health, and retention.
• Establish clear support workflows, response and resolution standards, and escalation paths with Product and R&D.
• Develop customer education and self-service resources that help customers get more value from the platform.
• Track team and customer performance, including time to value, adoption, retention, and support quality, and turn those insights into action.
  
  

Bring the customer perspective into the business

• Partner with customers’ growth and performance marketing teams to understand their campaigns, audiences, and goals.
• Translate customer feedback and recurring support issues into actionable input for Product and R&D.
• Work closely with Sales to align expectations before onboarding and ensure a smooth transition.
• Give leadership clear visibility into customer health, retention risks, and opportunities to improve the customer experience.
  
  

What Success Looks Like

First 30 days: Build a strong understanding of the platform, customers, and team. Join customer conversations, review existing workflows, and identify the biggest retention risks and operational gaps.

60 days: Own the team’s day-to-day operations, with clear account ownership, a regular customer health review, and action plans for at-risk accounts. Start implementing improvements to onboarding and support.

90 days: Run Customer Success and Support with clear goals, repeatable processes, and visibility into performance. Demonstrate progress against agreed priorities for adoption, time to value, retention, and support quality.

What We’re Looking For

• 5+ years in Customer Success, Account Management, or a related client-facing role in SaaS or e-commerce, including 2+ years leading or managing a team.
• A track record of improving customer retention, driving adoption, and helping customers achieve measurable business outcomes.
• Experience building and improving customer success and support processes in a growing company.
• Strong grasp of performance marketing: paid acquisition, funnels, landing pages, conversion optimization, and metrics like ROAS, CPA, CVR, and AOV.
• Technically comfortable and hands-on, with the ability to navigate integrations, tracking, and analytics tools and help resolve complex issues.
• Strong analytical judgment: able to identify risks, prioritize action, and measure whether it worked.
• Excellent communication skills, with confidence leading strategic conversations, managing escalations, and coaching others to do the same.
• A leader who takes ownership, brings structure to a fast-moving environment, and stays close to the work.
  
  

Nice to Have

• Experience working with commerce businesses and consumer brands.
• Hands-on experience with Meta Ads, Shopify, landing page platforms, analytics, or marketing attribution tools.
• Experience overseeing both Customer Success and Support.
• Experience at an AI-native product company or a fast-growing SaaS business.
  
  

Why Join Jurni

Jurni is an AI-native platform trusted by leading consumer brands to turn traffic into revenue. We’re growing fast, and this role comes with real ownership over the team, the customer experience, and the systems that support our next stage of growth.

You’ll work closely with leadership, influence the product, and build a team whose impact is visible in our customers’ results.