Head of Client Success

Sonata One; London; On-site; GBP 70,000 - 100,000; Full time

Job summary

Sonata One, a rapidly scaling fintech business, seeks a Head of Client Success to design and deliver its client success strategy. This pivotal role will involve leading a high-performing team, managing major global clients, and driving continuous improvement in client relationships, ensuring a scalable onboarding process while maximizing team performance and technological integration.

Benefits

Competitive compensation package

Opportunities for professional growth and career advancement

Qualifications

• Experience in client success management within financial services, ideally in a high growth business.
• Strong analytical skills and fluency across relevant tools.
• Fluent spoken and written English with organizational skills.

Responsibilities

• Manage and mentor a team of Client Success Managers and KYC Analysts.
• Establish a standardized client onboarding journey applicable across all clients.
• Maximize the use of technology in all processes to control risk.

Skills

Analytical Skills

Project Management

Stakeholder Management

Leadership

Organizational Skills

Technology Driven

Client Engagement

Tools

Excel

Job description

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Sonata One is a rapidly scaling, regulated fund services and technology (fintech) business. We're The Private Funds Clearinghouse, connecting more than 53,000 investors with 6,500 funds and 180 fund managers around the globe. Our vision is to change the paradigm of private markets investing through harmonising the end-to-end investment process within one platform. Investors benefit from a seamless, one & done experience across the fund lifecycle (from fund selection and subscription through to settlement and reporting) underpinned by a globally compliant KYC passport and 24/7 support. Fund managers can raise capital faster at a lower cost from a wider pool of pre-approved investors. Founded in 2015, Sonata One has a presence in eight locations worldwide including the US, UK and Luxembourg, Guernsey, South Africa and Mauritius.

We operate as #OneGlobalThread in line with our values: We challenge the norm, we change the way we think and work, by connecting systems and people, while committing to our vision and each other. We are now looking to recruit a Head of Client Success to join our global team.

Position Overview:

As Head of Client Success, you will play a key role in designing and delivering Sonata One's client success strategy, working closely with skilled teams to drive real results. As the company's market presence continues to grow rapidly, this role offers both significant challenges and exciting rewards. It's a unique opportunity to lead a high-performing team and have a direct hand in our ongoing growth. If you're excited about helping to scale a business and want to be part of an innovative, forward-looking organization, now is the ideal time to join and make a real impact. The role is heavily customer facing and involves a high degree of stakeholder management experience.

Responsibilities:

People

• Manage, grow and mentor a team of Client Success Managers, and KYC Analysts, fostering a collaborative, top performing and innovative work environment. Set clear goals and expectations and evaluate team performance.
• Comfortably manage major global clients through the onboarding and implementation process, educating stakeholders on process integration.
• Actively encourage a culture of continuous improvement through new ideas.
• Map the stakeholders in each client and ensure that we are engaging with them
• Report our SLA performance and engage with clients to ensure that they have read and understood how well we are servicing them.

Process

• Establish a standardized client onboarding journey applicable across all clients.
• Design a client implementation journey which covers the end-to-end relationship with Sonata One, repeatable and scalable across a growing client base
• Appoint and allocate client success managers to all clients ensuring adequate scale and coverage
• Guarantee that all new client onboardings follow a clearly defined process and operate within established guidelines.
• Apply a strong understanding of private fund structures to facilitate efficient and timely onboarding of new clients.
• Provide support to fellow team leads and senior leadership whenever needed.
• Work directly with Operations, Technology and Client Relationship Management to improve and maximise client engagement

System

• Maximize the use of technology in all processes to control risk and improve efficiency.
• Understand the system design and suggest technology improvements in pursuit of efficiency.
• Own process change and development to maximise visibility for clients, and reporting purposes.

Management

• Lead and provide guidance to a team of client success managers and onboarding analysts.
• Own the Net Promoter Score
• Ensure the client success and onboarding team consistently meets internal KPIs and regularly report performance outcomes to the Operations Director and head of client relationship management.
• Identify and advocate for people/training, process and technology improvements to our services.

Qualifications:

• Experience in client success management within financial services (Private Markets), ideally in a high growth business
• Strong analytical skills and fluency across relevant tools paired with commercial acumen
• Project management and stakeholder management experience
• Leadership experience and ability to handle a team in multiple locations
• Fluent spoken and written English
• Presence and confidence when managing staff
• Methodical with an organized and self-starting approach to work
• Good working knowledge of Excel and be technology driven
• Experience dealing with clients and stakeholders

Nice to have:

• ITIL and KYC qualifications are preferred but not essential

Being part of Sonata One provides a collaborative and inclusive work culture that values innovation and diversity. We believe in the power of our unique mission and we all work together towards that one single goal. We also believe in being real. We're not a big corporate. Everyone has an important role to fulfil, and your contribution will be an integral part of our success story.

• Competitive compensation package
• Opportunities for professional growth and career advancement.