Head of Customer Success

Ondatois a leading provider of identity verification, compliance, and KYC solutions, helping businesses streamline onboarding processes and stay ahead in a rapidly evolving regulatory landscape.

We’relooking forTheHead of Customer Successwhowill takeownership of the full post-sales function -combining leadership, strategic customer management, and hands-on executionin a fast-paced scale-up environment.

WhatYou’llDo

• Own and lead the entire post-sales customer lifecycle, from onboarding and adoption to renewals and expansion;
• Manage and develop Customer Success and Customer Support functions, ensuring a high-quality client experience across all touchpoints;
• Build scalable Customer Success processes, engagement frameworks, KPIs, and operational playbookssuitable for a growingRegTechbusiness;
• Act as a senior escalation pointfor strategic and enterprise-level clientsoperatingin regulated industries;
• Develop strong relationships with FinTech, payments, banking, and compliance-focused customers across international markets;
• Drive retention, expansion revenue, NRR, customer health, and long-term account growth initiatives;
• Identifyupsell and cross-sell opportunities together with Sales and Commercial teams;
• Work closely with Product, Compliance, andTechnicalteams to ensure customer feedback directly influences platform improvements and roadmap priorities;
• Monitor customer engagement, onboarding quality, adoption metrics, and churn risks using CRM and customer health data;
• Deliver actionable customer insights and strategic recommendations to executive leadership.

WhatWe’re Looking For

• Proven leadership experience managing Customer Success, Customer Support, Account Management, or Client Success teamswithin B2B SaaS environments;
• Strong preference for candidates who have ledboth Customer Success and Customer Support functions;
• Experience working with FinTech,RegTech, payments, KYC/KYB/AML, fraud prevention, or other compliance-focused products;
• Strong background in customer retention, renewals, expansion revenue, and enterprise client relationship management;
• Hands-on leadership stylewith the ability to combine strategic thinking and operational execution in a scale-up environment;
• Strong ownership mindset with high personal accountability and full engagement in team and customer outcomes;
• Comfortable working cross-functionally with Product, Sales, Compliance, and technical stakeholders;
• Analytical and data-driven approach with experience using CRM systems, customer health reporting, and operational KPIs;
• Excellent communication and stakeholder management skills in international B2B environments.

What we offer

• High-impact leadership rolewith direct influence on retention, customer growth, and operational strategy;
• A hybrid working model to support flexibility and a healthy work-life balance;
• Private health insurance to give you peace of mind for all your health needs;
• An extra paid day off every month to help you recharge;
• One-off financial support for significant personal life events;
• Company-wide and team events that bring everyone together.

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