Head of Client Success
Horsham, Hybrid
Salary up to £75,000
Role Summary
The Head of Client Success is responsible for leading the strategy, processes, and people that ensure clients achieve maximum value from the company’s 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 Responsibilities
- Build and lead the client success strategy, translating it into actionable plans and function-level KPI’s 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 needs
- Own retention targets, renewal cycles, and account health scoring.
- Collect and analyse client feedback to influence product and service enhancements.
Skills & Experience Required
- Proven senior experience in client success or account management or related functions
- Experience 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 levels
- Analytical 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 Success
- Client retention rate
- Client satisfaction (NPS/CSAT)
- Onboarding success metrics
- Revenue retention and expansion
- Reduction in churn
- Team performance and engagement