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

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Job Reference: JO-1902-145519

Salary: £70000.00 - £80000.00 per annum

Salary per: Annum

Job Duration:

Job Start Date: ASAP

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