Head of Customer Success

Our client is hiring a Head of Customer Success to lead post-sales excellence and drive retention, renewals and expansion for a fast-growing fintech/software business. This is a pivotal leadership role, managing a team of Customer Success Managers and partnering cross-functionally to ensure customers get maximum value from the platform.

What you’ll be responsible for:

Operational excellence:

• Own the end-to-end post-sales journey: onboarding, implementation, adoption, success planning and ongoing relationship management
• Monitor customer health and growth metrics; proactively spot risks and expansion opportunities
• Build, document and continuously improve CS processes and best practices
• Forecast customer needs and feed insights into solutioning and product feature recommendations

Strategic account management (renewals + expansion):

• Design and execute strategies to increase retention, satisfaction and account growth
• Coach the team on creating success plans for key accounts
• Act as a senior escalation point for complex customer issues, balancing empathy with outcomes
• Lead renewal and upsell strategy in close partnership with Sales/Commercial

Cross-functional collaboration:

• Drive tight collaboration across Customer Success, Customer Service, Product, Support and Sales to hit targets
• Work closely with Product, Compliance, Finance and Tech to deliver a seamless customer experience
• Represent the voice of the customer internally, sharing structured feedback to influence roadmap and service improvements

Reporting & stakeholder communication:

• Track and report CS KPIs and performance to senior leadership (COO/CEO), with clear risks, actions and outcomes
• Present initiatives and results in monthly all-hands for company-wide visibility
• Ensure SLAs are consistently met/exceeded and report on compliance

Leadership & team development:

• Lead, coach, mentor and develop a high-performing team of Customer Success Managers
• Build career development plans, run skills-gap analysis, and deliver targeted training programs
• Hire, onboard and retain top talent as the function scales

Skills:

• 8+ years in Customer Success / Account Management (fintech, software or ERP preferred), ideally in a startup environment
• Proven experience leading teams of 4-5+ Success Managers for 3+ years
• Strong post-sales lifecycle expertise: onboarding, adoption, retention and expansion
• Comfortable with CS tools + CRMs, and confident with reporting/analysis
• Strategic thinker who can also execute operationally in a fast-moving environment

Attributes that will help you thrive:

• Growth mindset, resilience and agility in a high-intensity environment
• Strong relationship leadership, clear communication and influence across stakeholders

Salt is acting as an Employment Agency in relation to this vacancy.