Job Description & How to Apply Below
Head of Customer Success- B2B SaaS
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- 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
- 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
- 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
- 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
- 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
- Growth mindset, resilience and agility in a high-intensity environment
- Strong relationship leadership, clear communication and influence across stakeholders
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