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Head of Customer Success

385/1361/107541

£80,000 - £100,000 Per Annum

London, United Kingdom

Business Development,Business Operations,FinTech,Sales,Business Performance

Permanent | Full Time

ASAP

22/01/2025

Not specified

Head of Customer Success

London office 3 days a week

Our client offers an embedded finance solution and due to significant growth are seeking a Head of Customer Success reporting to the COO to lead and execute strategies to deliver exceptional customer experiences and business growth.

 

To be successful, you MUST have set up a Customer Success function in a start up as well as  be a strategic, hands-on leader, passionate about shaping a world-class customer journey contributing directly to the business’s  mid and long-term success.

 

You will develop and execute the customer success strategy playing a pivotal role collaborating with  implementation, sales, operations and tech teams ensuring a commitment to best in class service as well as managing client relationships moving forward.

 

Day to day you will be responsible for :

●      Customer Strategy & Engagement

●      Being the voice of the customer internally

●      Building strong relationships with key stakeholders at all levels

●      Identify upselling and cross-selling opportunities

●      Oversee onboarding and conduct regular business reviews

●      Lead and mentor Customer Success

●      Continuously improve service delivery through data-driven insights ensuring high customer satisfaction

●      Establish and track KPIs for customer success

●      Identify growth opportunities and develop strong client

To be successful in this role you will need experience in :

●      Customer Success or Account Management in the  fintech or payments space

●      SaaS business models and customer success best practices

●      Managing high-performing teams

●      Solving  complex issues with innovative solutions.

●      Outstanding  communication skills

●      Being the internal voice of the customer and  delivering exceptional service

●      Creating, analysing and communicating data effectively