Head of Customer Success

Permanent
London
Head of Customer Success opportunity working with an exciting, high-growth FinTech in the business accounting space. This is a hybrid role sepdning 2 - 3 days in their London office.

This organisation is beginning a high growth phase period as they enter various commercial partnerships with large players in the Financial Services space and are looking for a Head of Customer Success to help set the team strategy. Their popular and innovated B2B solution helps organisations improve their business lending processes, and they’re rapidly expanding their commercial team to match demand for the product.  

They’re looking for an experienced customer success professional who can lead a small team and ensure customer adoption and satisfaction with their product as well as long-term revenue growth.

About the role:
  • Take ownership of the customer journey from end-to-end (onboarding to renewal to growth)
  • Ensure customer experience is best-in-class
  • Ensure a strong performance culture, setting clear OKRs
  • Develop strategic plans to ensure growth or accounts and analyse key metrics to help improve performance
  • Feedback to other teams within the business as the voice of the customer to help with product develop
About you:
  • Recent experience in a customer success or account management role 
  • Have led or mentored a team previously within CS / AM
  • Have trained customers in the use of digital products and/or platforms and well-seasoned in performing product demonstrations
  • Can objection handle effectively and turn a “no” into a “yes”
  • Experience in developing strategic plans
  • Able to build rapport and trust quickly with customers and deal effectively with enquiries, feedback, and complaints
  • Always put the customer first and go the extra mile
In return:
  • Competitive salary & performance related bonus
  • Generous pension contributions
  • Health and life insurance
  • Training and Development budget
  • 25 days holiday + birthday off + early finish Friday once per month

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