Head of Customer Success
New
A
AveniFintech AI
Remote-first working across the UK.Full-TimeManager
Salary not disclosed
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Job Details
- Required Skills
- LeadershipData AnalysisSaaSCRM
Requirements
- Significant leadership experience within Customer Success, Strategic Account Management or Client Services.
- Proven track record of improving customer retention, renewals, expansion and customer satisfaction.
- Experience building, scaling or transforming Customer Success functions within a SaaS, AI or technology business.
- Experience leading enterprise customer relationships and supporting executive-level engagement.
- Strong leadership, coaching and stakeholder management skills.
- Commercial acumen with experience managing forecasting, customer health and revenue retention.
- Data-driven approach to decision making with experience using CRM and Customer Success platforms.
- Proactive, customer-centric mindset.
- Experience within AI, compliance or regulated technology (nice to have).
- Experience working with Financial Services organisations (nice to have).
- Experience implementing Customer Success tooling or health frameworks (nice to have).
Responsibilities
- Lead and develop a high-performing Customer Success team through coaching and continuous improvement.
- Own the Customer Success operating model, engagement framework, and customer lifecycle strategy.
- Ensure customers achieve measurable business outcomes and maximize value from the Aveni AI platform.
- Lead an internal customer insight strategy to inform product development and business improvements.
- Act as an Executive Sponsor for key customer relationships and support complex escalations.
- Own key performance metrics including Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and health scores.
- Partner with Sales to support renewals and strategic account planning.
- Collaborate with Product and Support to deliver a seamless end-to-end customer experience.
- Build scalable processes using AI-enabled intelligence and data-driven prioritization.
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