aveni - Head of Customer Success

United Kingdom2d ago

In Office Director EMEA Fintech Software Head of Customer Success Customer Success Account Management Executive Support Coaching Decision Making Customer Retention Stakeholder Management Mentoring GRR NRR Reporting

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.