JustTip
Founding Customer Success Manager
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🚀 We're hiring: Founding Customer Success Manager
✨ Founding Role
📍 Dublin or London (Hybrid) | Full-time
Own customer success at JustTip from the ground up and build the team that scales it.
This is a founding role. You won't be inheriting a playbook, a CRM, or a team you'll be building all three. As our first dedicated Customer Success hire, you'll own the entire customer relationship after they sign, design the function from scratch, and hire the people who grow it with you.
ABOUT JUSTTIP
JustTip is a pioneer in the micro-payment and tipping industry. Founded in 2021, we've grown rapidly across Ireland and the UK and were recognised as National FinTech of the Year 2023 and FinTech Team of the Year 2023. We're reshaping the future of tipping and micro-payments.
Hospitality has run on spreadsheets and manual tip calculations for decades. We replace all of it. JustTip collects tips and service charges, ingests time and attendance data, allocates funds automatically, and pays every employee directly to their bank account every week. With 380% YoY growth, we already support 25,000+ staff across 1,000+ businesses, and we're targeting a £63BN tipping economy being reshaped by regulation and digital payments.
More than a platform, we're a movement dedicated to enriching the lives of hospitality and zero-hours workers. We're a small, determined team that lives by its values and is committed to being a force for positive change.
WHY NOW
New UK legislation put a compliance problem on every hospitality business in the country. Get tips wrong and it's up to £5,000 per employee in liability. We built the software that fixes it including the first self-service tronc solution in the UK. Venues are signing up fast. The product works. What we need now is someone who makes sure every customer we sign gets real value and stays for the long term and who builds the function that makes that repeatable at scale.
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THE ROLE
You'll own customer outcomes end to end: onboarding, adoption, retention, and expansion. You'll report directly to the founders, sit at the centre of the company, and be the voice of the customer in every strategic decision. In your first months you'll be hands-on with real accounts; over your first year you'll turn what you learn into scalable processes and start hiring the team beneath you.
WHAT YOU'LL OWN
- The CS function itself: using HubSpot to implement strategy, playbooks, health scoring, and the operating model that lets it scale beyond you
- End-to-end onboarding: from signed contract to a live, confident venue, plus the automation that makes it repeatable
- Tronc and tipping policy setup: complex configurations for real venues, including our first-of-its-kind self-service tronc product
- A growing portfolio of UK and Ireland accounts: relationships, renewals, and expansion
- Retention and net revenue: monitoring usage and engagement, spotting churn risk early, and driving loyalty and growth
- Upsell and cross-sell: identifying and executing expansion opportunities across the account base
- HubSpot: own it, build it into the system the CS function runs on, and shape it as the team grows
- The product feedback loop: turning customer insight into the roadmap
- Team building: recruiting, coaching, and leading the CS team as we scale
WHAT SUCCESS LOOKS LIKE
You'll define the metrics for this function and you'll be measured on them. In the first year that means strong logo retention and net revenue retention (NRR), low churn, healthy customer health scores across the base, and a materially faster, smoother onboarding time as your automation takes hold.
WHAT WE'RE LOOKING FOR
- 2+ years in customer success, onboarding, or account management, ideally with time owning retention and expansion. Hospitality or fintech background is a serious plus.
- A builder. You've created processes, playbooks, or a function from scratch — not just operated inside one someone else built.
- Leadership ability. You can hire, coach, and inspire a team — or you're clearly ready to step up and do so.
- Strong HubSpot experience. You've built pipelines, sequences, and workflows, not just logged calls. Experience with a dedicated CS platform is a bonus.
- Data-driven. You're comfortable owning NRR, churn, and health-score reporting to leadership.
- A strong, warm writer. People reply to your emails, and your follow-ups don't feel like follow-ups.
- A bias for action. You see a gap and fill it without being asked.
- Emotionally intelligent, driven, and genuinely passionate about improving the service economy.
- Based in or willing to relocate to Dublin or London.
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WHAT YOU'LL GET
- Competitive salary and meaningful founding equity (get in early and grow with the company)
- Hybrid working from our Dublin or London office (1–2 days remote per week)
- A dedicated Employee Development Program: training, mentorship from seasoned operators, and continuous learning
- Gym Membership
- Pension and other core benefits
- A culture of inclusivity, innovation, transparency, and a genuine sense of fun — with real ownership while the company is still small enough for it to matter
READY TO JOIN?
If you want to build a customer success function from the ground up at a high-growth fintech whilst lead the team that scales it. We'd love to hear from you. Send your CV and a short note on why this is the role for you.
#Hiring #CustomerSuccess #FintechJobs #FoundingTeam #DublinJobs #LondonJobs
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