Head of Customer Success

JR United Kingdom; City Of London; On-site; GBP 70,000 - 100,000; Full time

Job summary

A leading company in AI for private equity funds is looking for a Head of Customer Success to enhance client experiences and increase revenue. In this position, you will guide clients throughout their journey, with a focus on maximizing conversions and long-term retention while working closely with the executive team to build a robust Customer Success function.

Qualifications

• 5+ years in Customer Success or Account Management, ideally in high-touch B2B SaaS.
• Experience with complex clients, ideally in fintech or data/analytics.
• Confidently engage with C-suite and investment professionals.

Responsibilities

• Maximise trial-to-paid conversion through guiding clients.
• Define the Customer Success playbook from scratch.
• Drive engagement and maintain long-term success for clients.

Skills

Client Management

Analytical Thinking

Communication

Project Management

Commercial Focus

Job description

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Head of Customer Success, london (city of london)

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Client:

Capsa AI

Location:

london (city of london), United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

3

Posted:

16.06.2025

Expiry Date:

31.07.2025

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Job Description:

About Us

Capsa AI is an operating system that aggregates, structures, and generates insights from company and market data for Private Equity (PE) funds. Founded in December 2023, we're already serving top-tier PE funds managing over $50 billion across the US, UK, and Europe. We've raised $2.3 million from Tier-1 VCs and leading PE angels, with our vision to become the leading AI platform for private capital funds.

Our founding team has deep domain expertise in PE and AI. Our CEO, Danyal, has spent most of his career in PE and Investment Banking at blue-chip financial institutions such as AEA Investors, Citigroup, and Deutsche Bank. Our CTO, Callum, is an expert in Machine Learning and AI, having worked at leading defence companies like QinetiQ, and retail tech startups such as Standard AI.

The Role

We seek a Head of Customer Success to drive adoption and revenue growth through exceptional client experiences. You'll guide both paying clients and trial users, playing a crucial role in converting trials to clients. Working with sophisticated private equity clients, you'll ensure they achieve measurable business impact from our platform throughout their entire journey with Capsa.

You’ll report directly to the CEO and be the strategic owner of Customer Success. You’ll shape our post-sale function from the ground up and influence hiring as we grow.

This role requires a blend of strategic thinking, commercial focus, and execution. You’ll be a key player in defining our playbooks, building scalable systems, and eventually growing the team beneath you.

• Experience Required: 5+ years in B2B SaaS Customer Success, Onboarding, or a similar client-facing role
• Remuneration: Highly Competitive + Generous ESOP
• Visa:We don’t sponsor visas yet. You must have the right to work in the UK

Key Responsibilities

• Maximise trial-to-paid conversion: Guide clients to early wins & conversions
• Ensure long-term success: Drive engagement, increase usage, maintain retention and expand accounts
• Engage in commercial discussions: Support negotiations and ensure smooth trial-to-paid transitions
• Define the CS playbook from scratch: Own client journey processes across onboarding, adoption, and QBRs
• Work closely with the CEO and Founders Associate to build toward a CS function
• Collaborate with Sales & Product: Bridge clients needs with internal teams
• Act as a trusted advisor: Build relationships by understanding clients' needs

Requirements

• 5+ years in Customer Success or Account Management, ideally in high-touch B2B SaaS
• Client Management: Experience with complex clients, ideally in fintech, data/analytics, or enterprise SaaS
• Commercial Focus: Track record of driving expansions via renewals & negotiations
• Communication: Confidently engage with C-suite and investment professionals
• Project Management: Coordinate multiple client trials while implementing standardised procedures
• Analytical Thinking: Analyse usage for key insights to drive informed actions
• A strong sense of ownership and eagerness to build processes, not just follow them
• Excited by fast-paced startup environments with ambiguity and high responsibility

Nice To Haves

• Financial experience (PE, VC or financial services clients)
• Background in investment banking, consulting, fintech, or enterprise sales
• Familiarity with key CS KPIs (trial-to-paid conversion, Net Revenue Retention, NPS)
• Ability to explain AI/data-driven products to non-technical users

Our Philosophy

• Small, talented team focusing on moving quickly with no unnecessary meetings
• Keeping things simple by solving real problems with AI
• Client obsession – staying close to build products they love