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 Information
Job Reference: JO-1902-145519
Salary: £70000.00 - £80000.00 per annum
Salary per: annum
Job Duration:
Job Start Date: ASAP
Job Location:
Job Industry:
Job Industries: Account Management & Customer Success Jobs
Job Locations: Greater London
Job Types: Permanent
Job Skills: account management, Customer Success, customer success director, customer success jobs, Fintech, head of customer success, Regtech, SAAS, senior customer success manager, Start-up