Head of Customer Success

About the role

RMK Talent Solutions is partnering with a dynamic fintech company to hire a Head of Customer Experience. This permanent position is ideal for a driven professional with a strong background in digital and online customer management, responsible for nurturing client relationships and driving growth.

Key responsibilities

• Develop and implement strategies to improve overall customer experience and satisfaction.
• Lead the customer success team in delivering proactive support and engagement initiatives.
• Identify upselling and cross‑selling opportunities to maximise client value.
• Collaborate with product, sales, and marketing to relay customer feedback and insights.
• Analyse customer data to spot trends, issues, and improvement areas.
• Establish metrics and KPIs to measure the effectiveness of customer success initiatives.
• Manage escalations efficiently and resolve complex client issues promptly.

Required profile

• Proven experience in digital or online customer success management, preferably within fintech.
• Strong leadership skills with the ability to motivate and develop a team.
• Excellent communication and interpersonal abilities.
• Analytical mindset with proficiency in data analysis and reporting.
• Strategic, customer‑centric thinking and experience in fast‑paced innovative environments.

What we offer

• Competitive salary ranging from £65,000 to £80,000 per year.
• Ongoing professional development opportunities.
• Collaborative working environment where ideas and initiatives are valued.