Head of Customer Success – Invoice Finance – South of England
Our client, a market leading UK fintech requires a Head of Customer Success to join their expanding team in the South of England. You will be responsible for managing how the team retain and expand customers proactively across all of the company’s product offerings. You will also be responsible for managing the work requirements needed to make the customers successful, as well as mitigating risk, balancing service and operational delivery, and ultimately driving a return. Key Responsibilities: Influence future customer lifetime value by developing plans for greater product adoption, increasing customer engagement, and setting measurements for overall customer satisfaction characterised by an accurate and understanding service. Lead a culture of continuous improvement by embedding training and development plans that also inspire independent professional growth within the function. Develop a company-wide customer success philosophy integrating processes, content, communication, and data to/from other stakeholders along the customer journey such as Onboarding, Underwriting, Sales, Customer Experience, Credit Control, Risk, and Product. Provide in-depth analysis and develop a suite of reports to be delivered to leadership that track operational practices, individual and team performance, and give an overview of function KPIs and revenue targets. Key Requirements: Proven strong management skills in developing a team of senior and experienced individuals and first-line managers within an invoice finance environment, financial services, or related FinTech. Experience working with and supporting SME and Corporate customers. Experience in delivering customer-focused processes based on customer needs and a proven desire in finding innovative ways to continually improve the service delivered to customers. Experience working within an environment of adoption of new process/policies and/or consistent product change. Experience working within a fintech or related fast-paced environment with an understanding of the process and/or end-to-end customer success journeys. Proven ability to interpret complex financial accounts to identify both financial needs and manage portfolio risk. Proven strong negotiating skills with the ability to defend pricing for the business whilst balancing service and profitability for the customer. The successful candidate will be rewarded with a competitive basic salary + bonus + a range of exceptional benefits.
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Our client, a market leading UK fintech requires a Head of Customer Success to join their expanding team in the South of England. You will be responsible for managing how the team retain and expand customers proactively across all of the company’s product offerings. You will also be responsible for managing the work requirements needed to make the customers successful, as well as mitigating risk, balancing service and operational delivery, and ultimately driving a return. Key Responsibilities: Influence future customer lifetime value by developing plans for greater product adoption, increasing customer engagement, and setting measurements for overall customer satisfaction characterised by an accurate and understanding service. Lead a culture of continuous improvement by embedding training and development plans that also inspire independent professional growth within the function. Develop a company-wide customer success philosophy integrating processes, content, communication, and data to/from other stakeholders along the customer journey such as Onboarding, Underwriting, Sales, Customer Experience, Credit Control, Risk, and Product. Provide in-depth analysis and develop a suite of reports to be delivered to leadership that track operational practices, individual and team performance, and give an overview of function KPIs and revenue targets. Key Requirements: Proven strong management skills in developing a team of senior and experienced individuals and first-line managers within an invoice finance environment, financial services, or related FinTech. Experience working with and supporting SME and Corporate customers. Experience in delivering customer-focused processes based on customer needs and a proven desire in finding innovative ways to continually improve the service delivered to customers. Experience working within an environment of adoption of new process/policies and/or consistent product change. Experience working within a fintech or related fast-paced environment with an understanding of the process and/or end-to-end customer success journeys. Proven ability to interpret complex financial accounts to identify both financial needs and manage portfolio risk. Proven strong negotiating skills with the ability to defend pricing for the business whilst balancing service and profitability for the customer. The successful candidate will be rewarded with a competitive basic salary + bonus + a range of exceptional benefits.
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