Head of Customer Success

Our FinTech client have attracted $61m in investment and have grown to 150+ people across 3 international locations since 2012. They’re now looking for a Head of Customer Success to oversee the department and line manage Customer Success Managers within the organisation both remotely and directly.

The Head of Customer Success will support the post-sales customer life-cycle related to customer adoption, optimisation and expansion opportunities and driving client retention.

• Map customer journey and develop listening points in the journey (e.g. usage, satisfaction, etc)
• Standardise interventions across customer base by categorisation or segmentation
• Define operational metrics for the team and establish system for tracking
• Create regular cadence for review within the team and to a wider business audience
• Work with the Solutions and New Business teams to facilitate a seamless customer on-boarding process, ensuring a smooth “go live” and introduction for the customer from the outset
• Act as an escalation point for CSMs
• Closely monitor adoption rates of customers
• Champion customer requirements and challenges
• Represent our customers internally, to compliance, marketing and other internal teams in order to ensure customers are always central to what we do

• Experience managing a team
• 3+ years experience in Customer Success ideally within FinTech, but also open to other industries
• Excellent team working skills, ability to manage own workload and tenacious attention to detail
• Strong interest in technology. payments, financial services or FX industries

What you can expect:

• Basic salary of £70k + OTE £50k
• Health, dental, and vision cover
• Pension, income protection & life assurance scheme
• 25 days annual leave each year
• A day off for your birthday
• Team socials every Friday

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