Head of Customer Success

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.

What you'll be responsible for: 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.