Head of Customer Success

Account Management & Customer Success Jobs

Greater London Permanent £70000.00 - £80000.00 per annum

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.

The role:
  • 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
Ideal experience:
  • 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

This job ad was posted by Salt. To find out more about Salt’s Privacy Policy and how your application is processed, please visit our website https://www.welovesalt.com/privacy-policy/.

Job Reference: JO-1902-145519

Salary: £70000.00 - £80000.00 per annum

Salary per: Annum

Job Duration:

Job Start Date: ASAP

Apply Now

Here are some related jobs

Account Management & Customer Success Jobs

Customer Success Manager

Salt Fintech are on the search for a Customer Success Manager to join a growing team of professionals at a market-leading RegTech business based in London. The business has a…

Account Management & Customer Success Jobs

Customer Success Manager

Our FinTech client provide the technology behind foreign exchange, working with challenger banks, neo-banks and other financial institutions across Europe and the US. To date, they have attracted $50m+ in…

£45000.00 - £50000.00 per annum + bonus
Account Management & Customer Success Jobs

Key Account Manager

A FinTech 100 business who provide banks with digital banking solutions to improve engagement with customers, are looking for a Key Account Manager to join the team at their HQ…

£40000.00 - £50000.00 per annum + bonus

Upload your CV

Upload your CV and one of our consultants will be in touch with you as soon as possible.

Please let us know where you are, or where you would like to be in the world so we can point you in the right direction.

  • Click here to find out more about Salt's Privacy Policy
  • This field is for validation purposes and should be left unchanged.

Cookie Consent×

Salt uses cookies to improve the user experience of our site. Cookies allow you to have a more enhanced journey through the site when searching for a specific job or location. Cookies are also used to help us understand how our site is being used. You can find out more about how Salt uses cookies here. By continuing to use the Salt site you are consenting to use our cookies.