Director of Customer Success
New Yesterday
. This is a senior leadership role responsible for shaping the post onboarding customer journey, strengthening strategic relationships with major financial
institutions
and ensuring customers receive an exceptional, proactive and insight driven service experience. You will work closely with Tier 1 banks, NBFIs and other enterprise clients, helping them maximise the value of a mission critical technology platform. Key Responsibilities Lead the
end to end
customer success function, ensuring customers receive consistent,
high quality
support and engagement across their lifecycle.
Oversee customer facing and technical teams, ensuring efficient handling of customer needs including complex queries, platform
optimisation
and continuous service improvements.
Drive improvements in incident response and incident management processes to ensure rapid resolution, clear
communication
and reduced customer impact.
Coordinate closely with Product, Engineering,
Sales
and Delivery to align on customer priorities and enable seamless execution of upgrades, product
changes
and strategic initiatives.
Foster a customer first culture, acting as a senior escalation point and building strong
long term
relationships with high value enterprise accounts.
Required Experience Background in FinTech,
RegTech
or enterprise SaaS, supporting financial services clients including Tier 1 banks and NBFIs.
Proven experience leading customer success, customer
operations
or technical support teams in a fast paced, product led environment.
Strong understanding of managing complex enterprise customer portfolios with high operational and regulatory expectations.
Demonstrated ability to collaborate cross functionally to influence product roadmaps, service
enhancements
and customer centric initiatives.
A track record
of building high performing teams and implementing scalable, data driven processes to elevate customer engagement and service delivery.
TPBN1_UKTJ
- Location:
- United Kingdom
- Job Type:
- FullTime
- Category:
- Customer Service