Head of Customer Success

About

Our client is hiring a Head of Customer Success to lead post-sales excellence and drive retention, renewals and expansion for a fast‑growing fintech/software business. This is a pivotal leadership role, managing a team of Customer Success Managers and partnering cross‑functionally to ensure customers get maximum value from the platform.

Responsibilities

• Operational excellence:

  • Own the end‑to‑end post‑sales journey: onboarding, implementation, adoption, success planning and ongoing relationship management
  • Monitor customer health and growth metrics; proactively spot risks and expansion opportunities
  • Build, document and continuously improve CS processes and best practices
  • Forecast customer needs and feed insights into solutioning and product feature recommendations

• Strategic account management (renewals + expansion):

  • Design and execute strategies to increase retention, satisfaction and account growth
  • Coach the team on creating success plans for key accounts
  • Act as a senior escalation point for complex customer issues, balancing empathy with outcomes
  • Lead renewal and upsell strategy in close partnership with Sales/Commercial

• Cross‑functional collaboration:

  • Drive tight collaboration across Customer Success, Customer Service, Product, Support and Sales to hit targets
  • Work closely with Product, Compliance, Finance and Tech to deliver a seamless customer experience
  • Represent the voice of the customer internally, sharing structured feedback to influence roadmap and service improvements

• Reporting & stakeholder communication:

  • Track and report CS KPIs and performance to senior leadership (COO/CEO), with clear risks, actions and outcomes
  • Present initiatives and results in monthly all‑hands for company‑wide visibility
  • Ensure SLAs are consistently met/exceeded and report on compliance

• Leadership & team development:

  • Lead, coach, mentor and develop a high‑performing team of Customer Success Managers
  • Build career development plans, run skills‑gap analysis, and deliver targeted training programs
  • Hire, onboard and retain top talent as the function scales

Skills

• 8+ years in Customer Success / Account Management (fintech, software or ERP preferred), ideally in a startup environment
• Proven experience leading teams of 4‑5+ Success Managers for 3+ years
• Strong post‑sales lifecycle expertise: onboarding, adoption, retention and expansion
• Comfortable with CS tools + CRMs, and confident with reporting/analysis
• Strategic thinker who can also execute operationally in a fast‑moving environment

Attributes that will help you thrive

• Growth mindset, resilience and agility in a high‑intensity environment
• Strong relationship leadership, clear communication and influence across stakeholders

---

Salt is acting as an Employment Agency in relation to this vacancy.