Founding Head of Customer Success

Founding Head of Customer Success, primarily office based with regular on-site customer visits

£80,000 Base + Uncapped OTE

An ambitious early-stage B2B financial operations platform helping heavy-duty industries simplify complex finance workflows. Scaling quickly and building a category-defining product. You’ll join a high-performance, ownership-driven environment where your work directly shapes both the product and the company.

We're hiring our Founding Head of Customer Success, someone who leads by doing first, then builds the system around what works.

This is not a desk-based strategy role. You’ll spend real time on site with customers, in branches, alongside credit controllers, finance teams, and operators understanding how they work and making the business indispensable to their day-to-day operations.

From there, you’ll design the customer success motion from scratch: onboarding, adoption, retention, expansion, advocacy and then hire and scale the team to deliver it. You’ll own outcomes, not just activity, and be accountable for revenue retention and long-term customer value.

This role is for someone who thrives in ambiguity, loves building from zero, and believes the best customer strategies start in the field.

What You’ll Do

• Spend significant time on site with customers building trust and understanding workflows.
• Personally run key onboardings and high-impact accounts to ensure fast time-to-value.
• Act as the senior face for the business for customers, leading QBRs, training, renewals, and escalations.
• Build deep relationships with finance leaders, credit controllers, and operators, becoming a trusted partner, not just a vendor.
• Capture real-world insights and translate them directly into product and process improvements.

Build the Customer Success Function from Zero

• Define and own the Customer Success strategy across onboarding, adoption, retention, and expansion.
• Build, hire, and lead a world-class CS team grounded in execution and customer outcomes.
• Establish the operating model, playbooks, metrics, tooling, and rituals that scale.
• Own commercial success metrics including NRR, GRR, churn, expansion, and time-to-value.

Own the Full Customer Lifecycle

• Design and manage the entire customer journey from contract signature through renewal and growth.
• Develop segmentation and engagement models tailored to different merchant types.
• Proactively identify risk and lead hands-on recovery strategies.
• Build advocacy programs through case studies, references, and referrals.
• Partner closely with Product to shape the roadmap using real customer data and feedback.

Drive Cross-Company Customer Alignment

• Build tight feedback loops across Sales, Product, Engineering, and Marketing.
• Create dashboards and reporting that give leadership real-time visibility into customer health and revenue risk.
• Lead internal reviews to continuously improve quality, consistency, and impact.

What You’ll Bring

• 6+ years experience in Customer Success, Account Management, or similar roles in SaaS or fintech.
• Proven track record of hands-on customer delivery, onboarding complex customers and driving measurable outcomes.
• Experience building or scaling CS functions, ideally in early-stage or high-growth environments.
• Strong commercial ownership with comfort carrying retention, expansion, and renewal targets.
• A builder mindset — thrives in ambiguity and loves turning messy reality into scalable systems.
• Excellent communication skills — credible on-site with operators and in the boardroom with executives.
• Deep empathy for customers and genuine curiosity about how businesses run.
• Experience with ERP, payments, or workflow automation tools is a plus.

Why Join

We operate with high ownership, speed, and ambition. As our Founding Head of Customer Success, you’ll define how we serve customers, shape our product direction, and directly influence company outcomes. You’ll work closely with the founders, build a critical function from zero, and help create a category-leading platform.