Head of Customer Success

Intelligent People; Greater London; Hybrid; GBP 120,000 - 150,000

Job description

Head of Customer Success | Capital Markets CRM | £120-150k | London/New York

A Head of Customer Success is needed by one of the leading providers of CRM solutions in the capital markets space. The organisation specialises in helping Banks, Brokers, and Fund Managers optimise their research, sales, and corporate resources and are now seeking a talented Head of Customer Success to drive the ambitious growth plans, with a focus on the US market.

Capital markets experience is essential, and a background in B2B SaaS or FinTech environments is advantageous.

Salary: £120-150k

Location: London/New York, Hybrid

The Head of Customer Success/ Customer Success Lead will:

• Lead, mentor, and develop a team of four CSMs, driving the team to meet and exceed customer retention and satisfaction goals.
• Oversee and maintain strong relationships with key customers, acting as a trusted advisor, and in an IC capacity.
• Work cross-functionally with Sales, Product, Support, and Professional Services teams to identify growth opportunities and optimise customer experience.
• Develop, track, and analyse key metrics to measure customer health, identify risks, and locate opportunities for cross and upselling.

Candidates for the Head of Customer Success/ Customer Success Lead will have:

• 5 years’ experience in a leadership role in Customer Success, Account Management, or a related field.
• Strong leadership skills with experience managing and scaling a Customer Success team.
• Excellent communication skills with the ability to articulate complex concepts to customers and internal teams.
• Excellent stakeholder management skills, plus the ability to collaborate across departments, including Sales, Product, Support, and Marketing.
• Experience with a SaaS provider or CRM within the capital markets arena, strong capital markets experience is essential.