Head of Customer Success

Job Description

Company Introduction

Our client is a software company that specializes in developing software solutions to streamline client onboarding and compliance checks. 

Job Responsibilities and Duties

• Lead the implementation and onboarding process for new clients, ensuring seamless transitions and a positive customer experience;
• Oversee data migration from legacy systems, ensuring accuracy and efficiency throughout the process;
• Develop and maintain a robust framework for customer success, focusing on retention and renewals;
• Handle and resolve support queries, providing exceptional service to clients;
• Manage and guide the technical team;
• Serve as the main point of contact between customers and the product team, ensuring client needs and feedback are addressed effectively;
• Collaborate with the sales and implementation teams to align processes and ensure smooth transitions;
• Communicate customer feedback to leadership to support continuous improvement initiatives and strategic decision-making;
• Configure the platform to meet client-specific requirements, such as KYC forms and risk assessments, ensuring tailored solutions.

Experience

• Previous experience in a similar role;
• Previous experience working in SaaS companies or the financial industry;
• Knowledge of AML/KYC regulations is a plus, though not required.

Personal Skills

• Comfortable using and navigating software platforms with a solid technical aptitude;
• Excellent customer-facing skills with strong communication abilities;
• A passion for direct customer interaction and relationship building.