Head of Customer Success

We are seeking a dynamic Customer Success Lead to manage and develop our Customer Success team. The ideal candidate is a proven leader with a track record of driving growth, using strategic insights to focus on reducing churn, increasing turnover, and enhancing customer satisfaction. As the Customer Success Lead, you will play a critical role in our company’s success by ensuring our merchants achieve their desired outcomes while using our products and services.

Your Role:

• Develop and implement a comprehensive customer success strategy that focuses on merchant growth, retention, and satisfaction.

• Lead, mentor, and scale the customer success team to ensure they have the skills and resources to meet and exceed customer expectations.

• Analyse customer data to identify trends, forecast churn, and develop proactive strategies to increase customer lifetime value.

• Collaborate with the Product, Marketing, and Sales teams to align strategies and optimise customer experience across all touchpoints.

• Establish and monitor key customer success metrics, including churn rate, customer satisfaction (CSAT), Net Promoter Score (NPS), and revenue growth from existing customers.

• Drive continuous improvement initiatives based on merchant feedback and performance data to enhance service delivery and product offerings.

• Serve as the voice of the merchant within the organisation, ensuring customer feedback is accurately represented in product development and company strategy.

• Develop and maintain strong relationships with key accounts, providing strategic guidance and support to ensure their success and satisfaction.

• Prepare and present regular reports to senior management on the performance of the customer success team and key customer success metrics.

What We're Looking For:

• Bachelor's degree in business administration, Marketing, or related field. A master's degree is a plus.

• Minimum of 5 years of experience in a customer success, account management, or similar role within the technology or financial services industry, with at least 2 years in a leadership position.

• Strong understanding of the cryptocurrency and blockchain industry.

• Proven track record of developing and executing successful customer success strategies that have resulted in increased customer satisfaction, retention, and revenue growth.

• Exceptional analytical skills with the ability to translate data into actionable insights.

• Excellent leadership and people management skills, with the ability to motivate and develop a high-performing team.

• Outstanding communication and interpersonal skills, with the ability to build relationships with customers, team members, and other stakeholders.

• Strong problem-solving skills and the ability to think strategically and tactically.

What We’re Looking For:

• Proven track record of implementing regulatory and compliance programs. 

• A pragmatic mindset coupled with legal, compliance, or financial qualifications. 

• Strong communication skills, both verbal and written, with the ability to tailor your approach to the audience. 

• Proficiency in additional languages (advantageous but not necessary). 

• Comfortable working autonomously in a small team. 

• Willingness to share knowledge and experience with a young team. 

• Inquisitive and confident in questioning the status quo. 

• A good team player who thrives in a start-up environment. 

• Impeccable work ethic and an entrepreneurial business mindset. 

What We Offer:

• Competitive market rate salary and performance-based incentives.

• 22 days annual leave with an additional 6 company days, plus bank holidays.

• Comprehensive health insurance plans.

• Extensive benefits program.

• Flexible work schedule and remote work options.

• Modern offices and co-working spaces across 6 countries.

• Working equipment.

• Professional development and training opportunities.

• Opportunity to shape the initiatives you’re working on.

• Diverse and friendly team.

• We are open-minded to new ideas.