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For Companies At a Glance
- Tasks: Lead customer success initiatives and drive client engagement for a cutting-edge AI platform.
- Company: Join Capsa AI, a fast-growing startup revolutionising private equity with innovative data insights.
- Benefits: Enjoy private healthcare, remote work options, and a budget for your home office setup.
- Why this job: Be part of a dynamic team shaping the future of AI in finance while making a real impact.
- Qualifications: 5+ years in B2B SaaS Customer Success or Account Management, ideally with complex clients.
- Other info: This role is hybrid, requiring in-person work 4 days a week in London.
The predicted salary is between 43200 - 72000 £ per year.
About Us
Capsa AI is an operating system that aggregates, structures, and generates insights from company and market data for Private Equity (PE) funds. Founded in December 2023, we are already serving top-tier PE funds managing over $50 billion across the US, UK, and Europe. We have raised $2.3 million from Tier-1 VCs and leading PE angels, with our vision to become the leading AI platform for private capital funds.
Our founding team has deep domain expertise in PE and AI. Our CEO, Danyal, has spent most of his career in PE and Investment Banking at blue-chip financial institutions such as AEA Investors, Citigroup, and Deutsche Bank. Our CTO, Callum, is an expert in Machine Learning and AI, having worked at leading defence companies like QinetiQ, and retail tech startups such as Standard AI.
The Role
We seek a Head of Customer Success to drive adoption and revenue growth through exceptional client experiences. You will guide both paying clients and trial users, playing a crucial role in converting trials to clients. Working with sophisticated private equity clients, you will ensure they achieve measurable business impact from our platform throughout their entire journey with Capsa.
You will report directly to the CEO and be the strategic owner of Customer Success. You will shape our post-sale function from the ground up and influence hiring as we grow. This role requires a blend of strategic thinking, commercial focus, and execution. You will be a key player in defining our playbooks, building scalable systems, and eventually growing the team beneath you.
Location: London, UK (Hybrid, in-person 4 days per week)
Experience Required: 5+ years in B2B SaaS Customer Success, Onboarding, or a similar client-facing role
Remuneration: Highly Competitive + Generous ESOP
Visa: We do not sponsor visas yet. You must have the right to work in the UK
Key Responsibilities
- Maximise trial-to-paid conversion: Guide clients to early wins & conversions
- Ensure long-term success: Drive engagement, increase usage, maintain retention and expand accounts
- Engage in commercial discussions: Support negotiations and ensure smooth trial-to-paid transitions
- Define the CS playbook from scratch: Own client journey processes across onboarding, adoption, and QBRs
- Work closely with the CEO and Founders Associate to build toward a CS function
- Collaborate with Sales & Product: Bridge clients' needs with internal teams
- Act as a trusted advisor: Build relationships by understanding clients' needs
Requirements
- 5+ years in Customer Success or Account Management, ideally in high-touch B2B SaaS
- Client Management: Experience with complex clients, ideally in fintech, data/analytics, or enterprise SaaS
- Commercial Focus: Track record of driving expansions via renewals & negotiations
- Communication: Confidently engage with C-suite and investment professionals
- Project Management: Coordinate multiple client trials while implementing standardised procedures
- Analytical Thinking: Analyse usage for key insights to drive informed actions
- A strong sense of ownership and eagerness to build processes, not just follow them
- Excited by fast-paced startup environments with ambiguity and high responsibility
Nice To Haves
- Financial experience (PE, VC or financial services clients)
- Background in investment banking, consulting, fintech, or enterprise sales
- Familiarity with key CS KPIs (trial-to-paid conversion, Net Revenue Retention, NPS)
- Ability to explain AI/data-driven products to non-technical users
Our Philosophy
- Small, talented team focusing on moving quickly with no unnecessary meetings
- Keeping things simple by solving real problems with AI
- Client obsession – staying close to build products they love
Benefits
- Private healthcare insurance
- One month per year remote working
- Budget for setting up your home office
Head of Customer Success employer: LinkedIn
Contact Detail:
LinkedIn Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Success
✨Tip Number 1
Familiarise yourself with the private equity landscape and the specific challenges these firms face. Understanding their needs will help you demonstrate how your experience in Customer Success can directly address their pain points.
✨Tip Number 2
Network with professionals in the B2B SaaS and private equity sectors. Attend industry events or webinars to connect with potential colleagues and clients, which can give you insights into what Capsa AI is looking for in a Head of Customer Success.
✨Tip Number 3
Prepare to discuss your strategic thinking and execution skills in detail. Be ready to share examples of how you've successfully driven client engagement and retention in previous roles, as this will be crucial for shaping the Customer Success function at Capsa.
✨Tip Number 4
Showcase your ability to build relationships with C-suite executives. Highlight any past experiences where you've effectively communicated complex concepts to non-technical stakeholders, as this will be vital in your role at Capsa AI.
We think you need these skills to ace Head of Customer Success
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in Customer Success, particularly in B2B SaaS environments. Emphasise your achievements in client management and any specific metrics that demonstrate your success in driving trial-to-paid conversions.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role at Capsa AI and how your background aligns with their mission. Mention your experience with complex clients and your ability to engage with C-suite professionals, as these are crucial for the position.
Showcase Analytical Skills: Provide examples of how you've used analytical thinking to drive client success in previous roles. Highlight any experience you have with key Customer Success KPIs, such as Net Revenue Retention or trial-to-paid conversion rates.
Demonstrate Cultural Fit: Capsa AI values a small, talented team and a client-obsessed philosophy. In your application, convey your excitement for working in a fast-paced startup environment and your eagerness to build processes that enhance client experiences.
How to prepare for a job interview at LinkedIn
✨Understand the Company and Its Vision
Before your interview, make sure you thoroughly research Capsa AI and its mission. Understand their role in the private equity space and how they leverage AI to provide insights. This will help you align your answers with their goals and demonstrate your genuine interest in the company.
✨Showcase Your Customer Success Experience
Prepare specific examples from your past roles that highlight your experience in B2B SaaS Customer Success. Focus on how you've driven trial-to-paid conversions, maintained client relationships, and contributed to account expansions. Use metrics to quantify your success where possible.
✨Demonstrate Strategic Thinking
As the Head of Customer Success, you'll need to think strategically about client journeys. Be ready to discuss how you would define a customer success playbook from scratch. Share your ideas on onboarding processes, engagement strategies, and how you would measure success.
✨Engage with Questions
Prepare thoughtful questions to ask during the interview. Inquire about the company's current challenges in customer success, their expectations for the role, and how they envision the growth of the team. This shows your proactive approach and eagerness to contribute.
