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