Head of Customer Success

About the role: Head of Customer Success

As the Head of Customer Success, you will play a pivotal role in shaping and driving our customer success strategy from the ground up. You will be responsible for building and leading a high-performing team, designing scalable processes, and ensuring our customers achieve maximum value from our solutions.

You will work closely with our Sales, Delivery, Support, Product, Engineering, Data and Finance teams to drive strong value creation for our customers, excellent customer satisfaction, high retention and growth. This role requires a deep understanding of the payment ecosystem, excellent leadership skills, strong first principles thinking and a deep passion for delivering exceptional customer value & experiences.

Key Responsibilities:

• Develop and Implement Customer Success Strategy: Craft and execute a strategic vision that drives customer satisfaction, retention, and growth, aligning with company goals.
• Design and Establish Processes: Build and optimize customer success processes that are efficient, scalable, and designed from first principles to meet the needs of a growing team and customer base.
• Build and Lead the Team: Recruit, onboard, and mentor a high-performing Customer Success team, fostering a collaborative, results-driven and highly customer-centric culture.
• Customer Relationship Management: Cultivate strong relationships with key customer stakeholders across various functions and seniority to ensure long-term success and identify upsell opportunities; Act as the senior point of contact for customer issues, ensuring timely and satisfactory resolution.
• Cross-Functional Collaboration: Work closely with Sales, Delivery, Support, Product, Engineering, and Finance teams to prioritize and resolve customer issues, ensuring timely and effective solutions.
• Influence the Product Roadmap: Act as the voice of the customer within the company, leveraging insights and feedback to influence product development and enhancements.
• Customer Onboarding and Education: Develop comprehensive onboarding and training programs that help customers realize value quickly and fully adopt our solutions.
• Define and implement customer success metrics: Define and implement key metrics and KPIs to be able to monitor the customer health and identify trends, predict challenges and implement proactive strategies to improve.
• Manage Customer Escalations: Act as the senior point of contact for customer issues, ensuring timely and satisfactory resolution.
• Drive Customer Advocacy: Create an effective customer advocacy programme, including gathering testimonials, case studies, and referrals from satisfied customers that can help fuel the growth of the company.
• Drive Revenue and Renewals: Oversee the renewal process, working to ensure customer satisfaction leads to long-term partnerships and increased customer lifetime value.

What we’re looking for:

• Experience:
  • 2-5 years in a customer-facing leadership role, ideally within the payments industry or a SaaS environment.
  • Proven track record in building and developing high-performing teams from scratch.
• Leadership & Management:
  • Strong leadership and people management skills, with the ability to coach and develop teams into highly engaged, high-performing units.
  • Demonstrated ability to make decisions that drive results quickly and effectively, while bringing others along on the journey.
• Mindset & Problem-Solving:
  • Highly proactive and self-aware, coupled with a strong growth mindset and naturally views challenges as opportunities.
  • A first-principles thinker with excellent problem-solving skills – capable of synthesizing diverse information and perspectives to see the bigger picture and design scalable solutions which addresses both immediate tactical needs & long-term objectives without bogging the company down in unnecessary bureaucracy.
• Resilience & Communication:
  • Highly resilient, able to navigate complex relationships and manage difficult conversations to achieve optimal outcomes for both the customer and the company.
  • Excellent communication and presentation skills, with the ability to effectively engage and influence both technical and non-technical stakeholders at all levels.
• Customer-Centric:
  • Passionate about delivering exceptional customer experiences, with a strong focus on creating value for both the customer and the company.
• Attention to Detail & Big-Picture Thinking:
  • Strong attention to detail while maintaining a clear view of the bigger picture.
• Adaptability:
  • Highly adaptable, thriving in a fast-paced, dynamic startup environment with the ability to manage multiple priorities effectively.
• Analytical Skills:
  • Strong analytical capabilities, with the ability to interpret data and use the right metrics to drive strategic decisions and continuous improvement.
• Industry Knowledge:
  • Familiarity with industry regulations and compliance standards related to payments (e.g., PCI DSS, GDPR, PSD2) is a plus.
• Team Player:
  • A great team player and an all-around good human being!

What we offer:

• Highly competitive salary
• Remote working allowance
• 33 days holiday including public holidays
• Birthday off
• Flexible and remote working. 
• Family healthcare
• Life insurance
• Employee assistance programme  
• A culture that champions rapid career growth and progression 
• Investment in your learning and development
• Regular team events & socials