aveni - Head of Customer Success
Requirements
• Significant leadership experience within Customer Success, Strategic Account Management or Client Services. • A 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. • A data-driven approach to decision making with experience using CRM and Customer Success platforms. • A proactive, customer-centric mindset with a passion for helping customers succeed. • Experience within AI, compliance or regulated technology. • Experience working with Financial Services organisations. • Experience implementing Customer Success tooling, health frameworks or AI-enabled customer intelligence. • Experience building customer advocacy programmes or executive customer communities.
Responsibilities
• Lead and develop a high-performing Customer Success team, creating a culture of accountability, coaching and continuous improvement — including a structured coaching and mentoring programme that helps CSMs grow in confidence and capability as the team scales. • Ensure customers achieve measurable business outcomes and maximise value from Aveni's platform, with a consistently excellent standard of service regardless of customer size or tier. • Lead and embed a customer insight strategy, enabling Aveni to understand the heartbeat of our customers, and use that to deliver the best customer experience and outcome. • Act as Executive Sponsor for customer relationships, supporting the team through complex customer situations and executive engagement. • Own Customer Success performance across Gross Revenue Retention (GRR), Net Revenue Retention (NRR), customer health and customer satisfaction. • Partner closely with Sales to support renewals, customer growth and strategic account planning. • Collaborate with Product, Implementation and Support to deliver a seamless end-to-end customer experience, including leading the customer-facing response during service incidents. • Champion the Voice of the Customer, ensuring customer insight informs product development, service improvements and business strategy. • Build scalable processes, reporting and AI-enabled customer intelligence — using product usage and outcome data, not manual tracking, to drive prioritisation and continuous improvement.
Benefits
• You'll lead one of the most important functions in the business, helping define how enterprise organisations successfully adopt AI within highly regulated environments. • As our Head of Customer Success, you'll shape the customer experience from onboarding through to long-term partnership, ensuring our customers realise measurable value while influencing product direction, commercial strategy and the future evolution of our platform. • Remote-first working across the UK. • Company-wide offsites and regular in-person gatherings. • Work abroad policy. • Optional Personal Development Plan. • Flexible benefits platform, allowing you to choose the benefits that matter most to you. • Life insurance, income protection, critical illness cover and pension, with up to 5% matched employer contribution. • Private health and dental care.
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