Head of Customer Success
Customer Success, Client & Business Support, Onboarding, Data Services, Process Improvement, Stakeholder Management, Ticketing systems such as ( Zendesk, Salesforce, Jira, Service Desk)
Working with a leading global FinTech company based in London to secure for them a Head of Customer Success.
We are seeking a London based Head of Customer Success to lead and develop a growing team of Client and Business Support Analysts. This senior role will oversee client engagement, onboarding, and ongoing service support for transaction data services.
The successful candidate will combine strong people leadership capability with excellent operational oversight and a client centric mindset. They will take day-to-day ownership of the full client support and onboarding function-ensuring high quality delivery, optimising processes, and shaping a culture of accountability, collaboration, and continuous improvement within the team.
They will be an exceptional communicator with strong analytical and problem solving abilities, comfortable engaging with clients, internal stakeholders, and senior leadership. They will bring structure, clarity and operational discipline to the team while also being hands on when required .
Key Responsibilities
Leadership & Team Management
Lead, coach and develop a team of Client and Business Support Analysts, providing ongoing performance management, mentoring and skills development.
Client Onboarding & Support Excellence
Oversee and continuously refine the client onboarding journey, ensuring a seamless experience and timely delivery of all onboarding activities.
Maintain expert level knowledge of transaction data services and how they meet client needs.
Operational Ownership & Process Improvement
Own and optimise the team's operational processes-including ticketing, documentation, user guides, FAQs, and internal runbooks.
Ensure the effective use of the support ticketing system and accurate reporting of KPIs, trends, and client sentiment.
Partner with Product, Engineering, and Industry Specialists to provide structured feedback on service enhancements, recurring issues, and client requirements.
Stakeholder Management & Cross Functional Collaboration
Serve as the primary operational interface between the Client Support team and internal departments, including Technology, Product, Sales, and Industry teams.
Monitor and communicate key insights and trends in client issues to influence product roadmaps and service strategy.
Collaborate closely with our off -shore L1 Support team, ensuring smooth handoffs, effective escalation paths, and consistent application of standards.
Qualifications and Required Skills
experience in a dynamic client facing support function, including experience managing or leading a support team.
Strong understanding of the financial markets and experience supporting technical, data driven products.
Proficient with ticketing systems such as Zendesk, Salesforce, JIRA, ServiceDesk.
High level of technical competence, including comfort working with data focused platforms and tools.
Outstanding written and verbal communication skills, with the ability to communicate clearly with senior stakeholders and clients.