Head of Customer Success

Cornerstone VC; London; Hybrid; GBP 75,000 - 85,000; Full time

Job summary

An innovative firm is seeking a Head of Customer Success to drive client adoption and revenue growth. This pivotal role involves guiding clients through their journey, ensuring they achieve measurable success with the platform. You'll work closely with the CEO to shape the Customer Success function from the ground up, defining processes and building a team as the company grows. If you're passionate about client engagement and thrive in a fast-paced environment, this opportunity is perfect for you.

Benefits

Private healthcare insurance

One month per year remote working

Budget for setting up your home office

Qualifications

• 5+ years in Customer Success or Account Management in B2B SaaS.
• Experience with complex clients in fintech or enterprise SaaS.

Responsibilities

• Maximise trial-to-paid conversion and drive client engagement.
• Define the Customer Success playbook and own client journey processes.

Skills

Customer Success Management

B2B SaaS Experience

Client Management

Analytical Thinking

Project Management

Communication Skills

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 £40 billion across the US, UK, and Europe. We've raised £1.8 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.

• Location: London, UK (Hybrid, in-person 4 days per week)
• Experience Required: 5+ years in B2B SaaS Customer Success, Onboarding, or a similar client-facing role
• Remuneration: £75-85k + 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

Benefits

• Private healthcare insurance
• One month per year remote working
• Budget for setting up your home office