Head of Customer Success

Fintech OS SRL; City of Westminster; On-site; GBP 130,000 - 180,000; Full time

Job summary

FintechOS is seeking a commercially minded Head of Customer Success to lead our end‑to‑end CS strategy for enterprise banks, insurers, and other regulated financial‑services organisations. This is a player‑coach leadership role combining strategy, people leadership, commercial thinking, and hands‑on customer engagement.

You will drive the customer journey from presales and implementation through go‑live, adoption, live service, renewal, and expansion.

Qualifications

• Senior leadership experience in Customer Success, Professional Services, Delivery, Account Management, or Post‑Sales within enterprise B2B SaaS.
• Experience working with banks, insurers, or other regulated financial‑services organisations.
• Strong track record of improving enterprise customer retention, adoption, and value realization.
• Hands‑on leadership of complex enterprise software implementations from design through go‑live and support.
• Experience building or scaling CS operating models including segmentation, health, capacity planning, and renewal‑risk management.

Responsibilities

• Define the Customer Success strategy, segmentation, engagement model, and operating rhythm.
• Create measurable outcome plans focused on adoption, business value, retention, and growth.
• Build trusted relationships with senior stakeholders across business, operations, technology, risk, and compliance.
• Act as executive sponsor for strategic accounts and lead recovery plans for at‑risk customers.
• Involve CS in late‑stage presales to validate commitments and dependencies before delivery begins.
• Lead multi‑region CS teams and establish consistent health and renewal reviews.

Skills

Senior leadership experience

Banks/regulated financial services

Recurring revenue/channel metrics

CRM platforms (Salesforce/HubSpot)

Executive stakeholder management

Communication excellence

Job description

FintechOS is a financial product management platform that helps banks and insurers design, launch, and manage financial products and customer journeys more efficiently.

Our technology enables financial institutions to modernise their products and processes while working alongside their existing technology infrastructure.

At FintechOS, you will join an international team working at the intersection of financial services, enterprise technology, and digital transformation. We value customer impact, ownership, collaboration, and the ability to turn complex challenges into practical outcomes.

The opportunity

We are looking for a commercially minded Head of Customer Success to lead our end-to-end Customer Success strategy for enterprise banks, insurers, and other regulated financial-services organisations.

This is a player-coach leadership role combining strategy, people leadership, commercial thinking, and hands‑on customer engagement.

You will lead the customer journey from late-stage presales and implementation through go‑live, adoption, live service, renewal, and expansion. Your mission is to turn successful customer outcomes into a repeatable engine for retention and growth.

You will lead a multi-region team that works closely with customers, maintains a regular presence within their organisations, and provides one accountable point of ownership across the customer lifecycle.

What you will lead

Customer strategy and outcomes

• Define the Customer Success strategy, customer segmentation, engagement model, and operating rhythm.
• Create measurable outcome plans focused on adoption, business value, retention, and growth.
• Build trusted relationships with senior stakeholders across business, operations, technology, risk, and compliance.
• Act as executive sponsor for strategic accounts and lead recovery plans for at-risk customers.

Implementation and service delivery

• Improve the predictability of enterprise implementations across scope, milestones, quality, budget, margin, and time to value.
• Involve Customer Success in late-stage presales to validate commitments, assumptions, and dependencies before delivery begins.
• Maintain an integrated view of each customer’s projects, risks, and priorities.
• Lead the recovery of complex or underperforming customer programmes.
• Partner with Support to improve service transitions, incident communication, platform stability, and recurring‑problem resolution.
• Monitor delivery effort, cost to serve, and gross margin at customer and portfolio level.

Retention, adoption, and growth

• Own customer health, product adoption, and value realisation as the leading indicators of retention.
• Identify renewal risks early and lead practical mitigation plans.
• Partner with Account Management on account strategy, renewal planning, and expansion opportunities.
• Turn product usage, delivery progress, support data, and stakeholder sentiment into actionable customer insights.
• Identify new customer needs and use cases through regular engagement, bringing qualified opportunities to Account Management.

Team and operating model

• Lead, coach, and scale a multi-region team of Customer Success leaders and managers.
• Define clear roles, portfolio coverage, capacity models, career paths, and performance standards.
• Establish consistent customer health reviews, service reviews, renewal‑risk reviews, and executive business reviews.
• Build playbooks covering onboarding, implementation, go‑live, adoption, value realisation, risk recovery, renewal support, and advocacy.
• Clarify decision rights across Customer Success, Account Management, Product, Engineering, Delivery, and Support.

What you bring

• Senior leadership experience in Customer Success, Professional Services, Delivery, Account Management, or Post‑Sales within enterprise B2B SaaS.
• Experience working with banks, insurers, or other regulated financial‑services organisations.
• A strong record of improving enterprise customer retention, adoption, and value realisation.
• Hands‑on leadership of complex enterprise software implementations, from solution design through go‑live and support.
• Experience recovering high‑risk or underperforming customer programmes.
• Experience building or scaling Customer Success operating models, including segmentation, customer health, capacity planning, and renewal‑risk management.
• Commercial understanding of recurring revenue, GRR, NRR, services economics, delivery margin, forecasting, and cost to serve.
• Strong executive presence and confidence managing escalations and high‑impact customer decisions.
• Experience hiring, coaching, and developing Customer Success leaders and teams.
• Data literacy and experience using CRM platforms such as Salesforce or HubSpot.
• Excellent communication skills, with the ability to simplify technical, operational, and commercial complexity.

What will set you apart

• You have led Customer Success for mission‑critical enterprise platforms.
• You can quickly distinguish between product, delivery, adoption, and relationship risks.
• You build scalable systems without making strategic customers feel standardised.
• You combine strategic thinking with the willingness to step directly into complex customer situations.
• You challenge customers and internal teams constructively, using evidence and shared outcomes.

How success will be measured

• Retention: Customer health, GRR contribution, logo retention, and early visibility of renewal risks.
• Value: Customer outcome attainment and executive business review quality.
• Adoption: Active usage and breadth and depth of product adoption.
• Growth: Qualified expansion opportunities and NRR contribution.
• Delivery: Milestone predictability, time to go‑live, and stabilisation.
• Service: Platform stability, issue ageing, and recurring‑problem reduction.
• Economics: Gross margin at customer and portfolio level.
• Team: Capacity, productivity, engagement, and talent progression.

Why join FintechOS?

This is an opportunity to shape a strategic function at the intersection of customer value, enterprise software delivery, product strategy, and recurring revenue growth.

You will influence how leading financial‑services organisations adopt and scale FintechOS technology while building the team and operating model for our next stage of growth.

If you have led enterprise Customer Success in financial‑services technology and enjoy combining strategy, commercial ownership, people leadership, and direct customer engagement, we would like to hear from you.