Head of Customer Success - Shamaazi

FYXER; London; Hybrid; GBP 35,000 - 65,000; Full time

Job description

About our client - Shamaazi

Shamaazi is a fintech-for-good company that develops innovative technologies to help individuals make positive financial decisions. Specialising in products that channel funds for charitable purposes, Shamaazi has facilitated over £17 million in donations. Our flagship products, MyTenNights, MyTenDays, and MyFridays, have transformed how people engage with charitable giving:

• MyTenNights: Automates donations during Ramadan, ensuring contributions are made on the most spiritually significant nights.
• MyTenDays: Helps Muslims automate donations during the first ten days of Dhul Hijjah, ensuring they don't miss the blessings of this sacred time.
• MyFridays: Enables Muslims to give charity every Friday, focusing on the spiritual benefits of giving during the Hour of Acceptance, making regular charitable contributions easy to manage.

Founded in 2015, Shamaazi has grown significantly, including a 153% increase in donations during the pandemic. As we continue to expand globally, we are committed to building innovative solutions that maximise charitable giving.

Description

As the strategic partner for our customers, your main objective is to ensure their success by understanding their business goals, addressing their challenges, and providing exceptional support throughout the customer journey.

You will be responsible for implementing customer success strategies, monitoring key metrics, and proactively identifying opportunities for growth and engagement. In this role, you'll also be instrumental in educating and onboarding new clients, acting as a trusted advisor, and ensuring a seamless transition and experience.

The ultimate goal is to build strong, long-term partnerships that lead to high customer and donor retention, satisfaction, and growth.

What we expect from you as a Customer Success Manager:

Customer Success Strategy:

• Develop and implement customer success strategies to ensure client satisfaction and retention.
• Tailor approaches to individual client needs and industry trends to enhance client relationships.

Customer Onboarding:

• Review, improve and oversee the implementation of customer onboarding processes.
• Ensure a smooth transition and quick realization of value from the product or service.

Client Education & Training:

• Spearhead the creation and delivery of customised training sessions and materials for clients.
• Ensure clients fully understand and effectively use the product or service.

Client Relationship Management:

• Establish and maintain strong relationships with key accounts.
• Act as the primary point of contact for strategic clients and facilitate meetings to discuss their needs and feedback.

Customer Service:

• Strategise the next level of customer service required to ensure our donors have the best experience with our products.
• Analyse donor feedback and data to spearhead improvements in self-service and live customer service support.

Customer Advocacy:

• Act as the customer advocate within the company, representing customer needs and ensuring their voice is heard in decision-making processes.
• Crisis Management:
• Manage customer crises and conflicts, resolving issues in a manner that maintains trust and prevents churn.

Data Analysis and Feedback:

• Analyse client data and feedback to identify patterns, predict potential churn, and uncover opportunities for product or service improvements.

Team Leadership:

• Lead and mentor a team of customer service leads, customer success executives and account manager.
• Provide training, set performance goals, and conduct regular performance reviews to ensure a high level of service.

Cross-Departmental Collaboration:

• Collaborate with operations, sales, marketing, and product development teams to align customer success initiatives with company goals.
• Ensure a cohesive customer journey by integrating customer success efforts with other departmental activities.

Industry Knowledge and Best Practices:

• Stay up-to-date with industry trends and best practices in customer success management.
• Apply relevant knowledge to continuously improve processes and strategies.

Performance Standards

• Quality: Maintain high standards in all customer interactions and services provided.
• Quantity: Achieve client retention and satisfaction targets. (See performance targets)
• Timeliness: Ensure timely response and resolution of client issues. (See SLAs)
• Other Metrics: Meet or exceed performance goals as outlined in company objectives.

What Success Looks Like

• Customer Satisfaction (CSAT): Maintain a high customer satisfaction score.
• Net Promoter Score (NPS): Achieve or exceed NPS targets.
• Customer Retention Rate: Maintain or improve customer retention rates.
• Churn Rate: Reduce customer churn rate.
• Upsell/Cross-sell Revenue: Increase upsell and cross-sell revenue.

Who you are

• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proven track record in customer success or related roles.
• Analytical skills for data-driven decision-making.
• Experience with CRM software and customer success platforms.
• Desirable
• Experience in the charity or payment platform sectors.
• Start-up experience.

Why Join Us?

At Shamaazi, we build tools that make doing good effortless. We're a purpose-driven, people-first company where your work directly supports global charities and makes a real, tangible impact.

We value autonomy, creativity, and collaboration — and we’re growing fast! Things move quickly here, and we’re constantly evolving, so we’re looking for people who thrive in a fast-paced environment and love a challenge.

Whether you're designing experiences for millions of donors or working behind the scenes to power Ramadan’s biggest giving campaigns, your work will truly matter, and so will your voice.

Join us if you want:

• Real ownership and space to grow
• A remote-first, flexible working culture
• To be part of a high-performing, supportive team that genuinely cares about the mission!

Perks & Benefits

We know every company offers benefits. But we think ours stack up pretty well, and we care about making work better in ways that count.

Here’s a flavour of what you’ll get:

• Competitive salary
• We believe in rewarding great work — because you deserve it.
• 25 days annual leave plus public holidays
• We work hard, but we know how important it is to recharge.
• Full health care (AXA)
• Your health is a priority, and we’ve got you covered.
• Flexible and remote-first working
• Aside from core meetings, you have the freedom to work when it suits you best.
• Generous budget for home office setup
• Make your workspace your own. We’ll support you with a budget to get it just right.
• £1,500 annual L&D budget + 3 paid learning days
• You’re here to grow, and we’re here to support it. Whether it’s a course, a book, or a new skill, we want you to level up.
• Fun team socials (because work should be fun!)
• Team bonding is a priority, from virtual hangouts to occasional in-person meetups, we make time to connect.

We’re also big believers in listening. So if there’s something you think would genuinely improve your day-to-day at Shamaazi, we’re all ears.

Our Team & Way We Work:

We’re a remote-first team, with regular (quarterly) meetups in London. We focus on trust, flexibility, and high performance, with core hours to keep things running smoothly. It's a fast-paced environment where things change quickly, but we ensure you have the support and resources needed to thrive!

Diversity, Equity & Inclusion at Shamaazi

At Shamaazi, we believe that building products for good starts with building a team that reflects the diverse communities we serve. We're committed to creating an inclusive, respectful, and empowering workplace where everyone feels they belong.

We actively seek out and celebrate different perspectives, backgrounds, and experiences — whether rooted in culture, faith, identity, or lived experience. Our work spans global communities and causes, and we know that meaningful impact is only possible when every voice is heard.

If you’re passionate about using technology to drive positive change, we encourage you to apply. We’re here for good, and we’re building a team that is too.