Head of Customer Success

Job Description

Head of Customer SuccessI am working with a fast-growth Fintech with the worlds leading global open banking platform that gives customers "access to global financial services". The company was founded by Fintech entrepreneurs who have scaled successful businesses, and since launchin 2016 they are now a successful, global business. They are experiencing hypergrowth and are looking for talented people to join their team.The purpose of the role is to build upon the success of the company and deliver aggressive step change that continues to develop them into the global category leader within Banking as a Service (BaaS) and establishes them as the go to brand.Reporting to the Chief Operating Officer (COO) of the UK and Europe, you will be responsible for the growth and management of the customers in this region.This is a fantastic opportunity to build a world-class function from the ground upwards so if you are eager to join a thriving, fast-paced, start-up company and contribute to shaping its future, this is the role for you to make a difference.Responsibilities of the Head of Customer Success

• Lead, develop and build the UK and EU customer success team, who are our business advisors and main points of contact to a customer before, during and post the integration process. Your responsibility will focus on overseeing customer launch, growth, retentionand advocacy (NPS)
• Be accountable for developing and executing strategies to maximise value customers get from the platform leading to Bookings and Revenue growth
• Be the focal point for all communications, initiatives and escalations associated with our UK and EU customers. You will build strategic relationships with Key stakeholders, influence and deepen communication and understanding leading to long term partnerships
• You will continually be balancing operational priorities (day-to-day resolution and execution for customers and team members) with strategic initiatives
• Maintain a positive coaching approach with your team to coach their customers to achieve their business goals and maximise value from their investment in the platform

Requirements for the Head of Customer SuccessA true leader who has previous experience in setting up and scaling a customer success function, with the following experience:

• 2+ years experience in a Customer Success leadership position in a SaaS or Fintech business
• Owning and delivering to a commercial quota (retention and growth)
• You have a customer-obsessed mindset putting customer experience first in every action you take
• Organised. A strategic thinker with excellent project management skills and the ability to run multiple projects, programs concurrently
• Excellent Communicator at all levels, internally and with customers, able to seamlessly engage C level and Individual contributors
• You are a passionate leader of people, continuously engaging, coaching, training and developing your team
• Pragmatic and able to handle customers through good and challenging situations
• Creative; you love the creative process and think outside-the-box, wowing people with your interesting angles and quality work
• Sales oriented. You have a thorough understanding of an organisations structure and how to position value to them. You can quickly recognise growth opportunities
• Market aware: Knowledge of todays major financial services, open banking and payments technologies, players and major up-and-coming trends

Values required for the Head of Customer SuccessEexcellence, accountability, diversity, work/life balance, trust, fun, inclusivity, friendship, noble causes, and respect.