Head of Client Success

Job Description Head of Client SuccessHorsham, HybridSalary up to 75,000Role SummaryThe Head of Client Success is responsible for leading the strategy, processes, and people that ensure clients achieve maximum value from the companys products and services. This role will drive client satisfaction, retention, and growth by establishing a world-class client success function that blends proactive relationship management with operational excellence.Key ResponsibilitiesBuild and lead the client success strategy, translating it into actionable plans and function-level KPIs and objectives aligned with business priorities.Lead, mentor, grow and inspire a high-performing Client Success team capable of delivering best-in-class experiences.Define and implement scalable client onboarding, retention, and engagement processes.Serve as the senior point of contact for client accounts and foster long-term, trusted relationships.Monitor client satisfaction and drive continuous improvement initiatives.Oversee onboarding, implementation, and adoption processes.Ensure accurate client data, reporting, and performance insights.Collaborate with Sales, Operations, Delivery, and Finance teams to meet client needsOwn retention targets, renewal cycles, and account health scoring.Collect and analyse client feedback to influence product and service enhancements.Skills & Experience RequiredProven senior experience in client success or account management or related functionsExperience of the FinTech or Financial Services environment, preferably asset finance.Track record of retaining and growing client relationships.Exceptional communication skills with the ability to influence and advocate for Client Success at all levelsAnalytical mindset with experience using client data for insights.Experience creating scalable processes, KPIs, and success frameworks.Awareness and understanding of governance, risk and compliance frameworks.KPIs / Measures of SuccessClient retention rateClient satisfaction (NPS/CSAT)Onboarding success metricsRevenue retention and expansionReduction in churnTeam performance and engagement

Created: 2026-03-07