Head of Customer Success

4 weeks ago

Bristol, United Kingdom ABR Talent Full time

Company:

  • Series-A funded scale-up FinTech business, taking the payments space by storm
  • Recognised and partnered with leading global financial institutions
  • Enterprise clients are already entrusting these guys with their business – It’s a great product
  • Start-up flipping into scale-up mode


The opportunity:

As Head of Customer Success, you will join the business to fully establish and build a high-performing Enterprise Customer Success department. You will lead the strategic vision and execution of all customer success initiatives, driving customer satisfaction, retention, and growth.


You’ll inherit one CSM initially who you’ll guide and mentor, whilst owning customers and mapping the plans, processes & initiatives to build a great function.


This is an early-stage role where initially you will be happy operating as an IC to really understand the landscape, all while crafting a strategy aligned with the businesses growth objectives. Think 'hands-on' scale-up with eyes on the strategy.


The vision for this role is growth into VP of Customer Success, making it a truly great opportunity.


Essential skills and experience:

  • A strong background operating as an IC within Customer Success (Preferably with payments).
  • A successful background building & leading a Customer Success function within a scale-up SaaS solution (Fintech).
  • Payments experience (You've worked within Fintech, in-particular you know the payments space) - You can talk their language For example you'll know compliance standards related to payments (PCI, DSS, PSD2 etc).
  • A proven track record of growing recurring revenue against ambitious growth plan. Ideally an MRR model.
  • An idea’s person How do we get the CS function from start to exceptional.
  • Start-up/ scale-up aligned: You'll love the scale-up space - Your ideas will shape the org.
  • A real eye for customer success OR you’ll identify as a Customer Success nerd- Either way, you love CS
  • A clear communicator and skilled leader, who has no issue connecting with professionals at all levels from graduates to senior-level stakeholders. Managing up and managing down will be critical.


You may have led a function away from payments, BUT you've operated as an IC previously therefore know the space.


A combination of market knowledge and experience of building a CS function is the winning combo here.


The Package:

  • A genuinely negotiable salary: Circa £120k with equity and bonus potential
  • Remote-first
  • 33 days holiday including bank holidays
  • Healthcare (You and the family)
  • Life Insurance
  • Regular team socials


ABR Talent are a specialist recruitment partner supporting start-up and scale-up SaaS businesses, with ‘growth engine’ roles such as Customer Success, Sales, Account Management and Support. If you are looking to grow your career in this space, get in touch

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