Head of Client Services / Relationship Management / Customer Success – Banking
My global FinTech client, based in London, is looking for a permanent Head of Customer Success / Head of Client Support. Hybrid working, 3 days in the London office, paying £80,000 – £100,000 + bonus + bens.
We are looking for a Head of Customer Success to lead and grow a team of Client and Business Support Analysts, overseeing client engagement, onboarding, and ongoing support for transaction data services. This role combines strong leadership with operational ownership, ensuring high-quality service delivery while driving process improvements and fostering a collaborative, client-focused culture. The ideal candidate is a clear communicator with strong analytical and problem-solving skills, confident working with clients and senior stakeholders, and able to bring structure and discipline while remaining hands‑on when needed.
Essential Qualifications
- Head of Customer Success
- Head of Customer Relationships
- Head of Client Success
- Head of Client Relationships
- Head of Client Services
- Head of Customer services
- Head of Relationship Management
- Proven experience leading client‑facing support teams
- Strong knowledge of financial markets and data‑driven/technical products
- Experience with ticketing systems (e.g. Zendesk, Salesforce, JIRA, ServiceDesk)
- High technical proficiency with data platforms and tools
- Excellent communication and stakeholder management skills
- Strong analytical and problem‑solving abilities
Responsibilities
- Lead and develop a London‑based team of Client & Business Support Analysts
- Own the end‑to‑end client lifecycle: onboarding, engagement, and ongoing support
- Drive a high‑performance, client‑centric culture focused on accountability and continuous improvement
- Act as the key interface between Client Support and internal teams (Product, Engineering, Sales)
- Oversee and optimise onboarding processes to ensure a seamless client experience
- Manage operational processes including ticketing, documentation, KPIs, and reporting
- Analyse client feedback and trends to influence product and service improvements
- Collaborate with offshore L1 support to ensure smooth escalations and consistent standards
- Provide hands‑on leadership while implementing structure, clarity, and operational discipline
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