Head of Customer Success

Arva AI, Inc.; Greater London; On-site; GBP 60,000 - 90,000; Full time

Job summary

Arva AI is hiring its first Customer Success hire to own post-sale relationships with financial institution clients. You will drive retention, expand value, and feed customer insights back into product in a fast-moving early-stage setting.

Join a mission-driven AI startup focused on simplifying AML reviews and reducing costs, with in-person collaboration in Central London and visa sponsorship available.

Qualifications

• 2–3 years at a top-tier consultancy (strategy, financial services, or risk focus), with strong analytical foundations and client-facing experience.
• 1–2 years in a Customer Success or Account Management role at a B2B SaaS startup, ideally with exposure to fintech, regtech, or compliance tooling.
• Exceptional written and verbal communication — able to build trust with senior stakeholders in regulated institutions.

Responsibilities

• Own the end-to-end customer relationship post-onboarding, from initial deployment through to expansion and renewal.
• Become the internal voice of the customer — synthesising feedback from compliance teams and translating it into actionable product insight.
• Partner closely with Sales, Product, and Engineering to ensure customers achieve measurable outcomes and that Arva delivers on its promises.
• Onboarding & Deployment: Guide new clients through onboarding, ensuring fast time-to-value and a smooth handoff from the sales process.
• Relationship Management: Build trusted, senior relationships within compliance and operations teams at financial institutions.
• Value Delivery: Proactively monitor customer health, identify risks early, and drive adoption of key platform features.
• Feedback Loop: Capture and synthesise structured feedback from customers to inform product prioritisation and roadmap decisions.
• Retention & Expansion: Own renewal conversations and identify upsell and expansion opportunities in partnership with Sales.
• Internal Advocacy: Represent the customer perspective in internal conversations — ensuring the product, support, and engineering teams understand real-world usage and pain points.

Skills

Consulting background

Startup CS background

Communication

Commercial Acumen

Curiosity

Ownership

Rigour

Job description

Location: In person, Central London, 4–5 days in office

Type: Full-Time

NB: We are able to sponsor visas

Arva AI is revolutionising financial crime intelligence with our cutting-edge AI Agents. By automating manual human review tasks, we enhance operational efficiency and help financial institutions handle AML reviews, while cutting operational costs by 80%.

As our first Customer Success hire, you'll own the post-sale relationship with our financial institution clients — ensuring they get maximum value from Arva's platform, driving retention, and feeding real-world insight back into the product. You'll be operating at the intersection of compliance, AI, and enterprise relationships in a fast-moving early-stage environment.

About the Role

As Customer Success, you will:

Own the end-to-end customer relationship post-onboarding, from initial deployment through to expansion and renewal.

Become the internal voice of the customer — synthesising feedback from compliance teams and translating it into actionable product insight.

Partner closely with Sales, Product, and Engineering to ensure customers achieve measurable outcomes and that Arva delivers on its promises.

What You'll Do

Onboarding & Deployment: Guide new clients through onboarding, ensuring fast time-to-value and a smooth handoff from the sales process.

Relationship Management: Build trusted, senior relationships within compliance and operations teams at financial institutions.

Value Delivery: Proactively monitor customer health, identify risks early, and drive adoption of key platform features.

Feedback Loop: Capture and synthesise structured feedback from customers to inform product prioritisation and roadmap decisions.

Retention & Expansion: Own renewal conversations and identify upsell and expansion opportunities in partnership with Sales.

Internal Advocacy: Represent the customer perspective in internal conversations — ensuring the product, support, and engineering teams understand real-world usage and pain points.

Our Culture

Deliver Value Fast — Speed starts with clarity. We first understand what value actually means, for the customer, the business, or the system, and then take the shortest credible path to delivering it.

Outcome Obsessed — We obsess over details and take full ownership of wider outcomes, not just tasks. If something falls short, we fix it properly and prevent recurrence, always raising the bar.

Relentless Urgency — We move with urgency because time matters. We prioritise what truly moves the outcome, make decisions with imperfect information, and act decisively.

What We're Looking For

We're open to two profiles:

• Consulting background: 2–3 years at a top-tier consultancy (strategy, financial services, or risk focus), with strong analytical foundations and client-facing experience. Hungry to move into a high-ownership operator role.
• Startup CS background: 1–2 years in a Customer Success or Account Management role at a B2B SaaS startup, ideally with exposure to fintech, regtech, or compliance tooling.

In both cases, we're looking for:

Communication: Exceptional written and verbal communication — able to build trust with senior stakeholders in regulated institutions.

Commercial Acumen: Understanding of retention, expansion, and the business mechanics of enterprise SaaS.

Curiosity: Genuine interest in financial crime, compliance, and AI — you don't need to be an AML expert on day one, but you should be excited to become one.

Ownership: Proactive, self-directed, and accountable for outcomes. You don't wait to be told what to do.

Rigour: Detail-oriented and structured — comfortable operating in a regulated, high-stakes environment.

Why Join Us?

Be part of an early-stage startup with significant ownership and direct influence over how we serve our customers.

Work on a product that directly impacts how financial crime is detected and prevented globally.

Collaborate with a passionate, mission-driven team operating at the intersection of AI, compliance, and enterprise software.

Work from anywhere in the world for 4 weeks a year, in addition to regular team off-sites.

Competitive salary and equity package, with bi-annual salary review and yearly performance-based equity refresh.

Ready to Join the Fight Against Financial Crime?

If you're excited to own customer relationships at a fast-moving AI startup, we'd love to hear from you.