As big xyt continues to scale its operations and expand its global footprint, we are seeking a
dynamic and experienced Head of Customer Success to lead our customer engagement
strategy. This is a senior leadership role that will be instrumental in embedding a
customer-first mindset across the organisation, ensuring we continue to deliver exceptional
value and experience to our clients.
With a growing portfolio of clients including banks, venues and buy side firms, the Head of
Customer Success will play a critical role in driving client satisfaction, retention, and
expansion, while also building the foundation for a scalable Customer Success function. This
is a high-impact, hands-on position suited to someone equally comfortable with strategic
planning and operational execution.
Key Responsibilities
Initially a standalone position, this role will evolve into building and leading a dedicated
Customer Success team. Key responsibilities include:
- Serve as the company’s Customer Success champion, both internally and externally
- Embed a customer-centric culture across all business functions.
- Define and execute strategies to drive client satisfaction, retention, and advocacy
- Oversee the end-to-end customer lifecycle, ensuring ROI is consistently communicated and delivered.
- Design and implement scalable onboarding programs to foster immediate product adoption and customer loyalty
- Collaborate closely with Sales, Product, Marketing, Finance, and Customer Support teams to deliver a seamless customer experience.
- Develop and maintain efficient, automated processes to enhance customer journey effectiveness.
- Support account-based marketing initiatives with relevant customer insights and communications.
- Identify and act on opportunities for upselling and cross-selling, contributing to revenue growth.
- Maintain consistently low churn and drive contract renewals through proactive account management.
- Develop best-in-class support and marketing collateral and frameworks to support the Customer Success function.
Skills & Experience
We are looking for a commercially savvy, customer-obsessed professional with the following
experience:
- Proven experience in a senior Customer Success role within a scaling fintech, SaaS, or software-led organisation.
- Track record of leading or building high-performing Customer Success teams, or a strong desire to step into a leadership role.
- Experience in B2B SaaS environments, ideally with complex, multi-divisional, and international client structures.
- Strong strategic thinking capabilities, combined with a hands-on and process-driven approach.
- Exceptional interpersonal and communication skills; confident in client-facing environments.
- Experience collaborating across functions including Sales, Product, Marketing, and Support
- Familiarity with data, insights, or business intelligence software is an advantage, though not essential.
- Background or relevant experience within the Financial Services industry is desirable.
- Experience in using HubSpot or a similar CRM is preferred..
