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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 is a hybrid role based in London, requiring in-person work 4 days a week.
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
Contact Detail:
Capsa AI Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Success (City of London)
✨Tip Number 1
Familiarise yourself with the private equity landscape and the specific challenges faced by PE funds. Understanding their needs will help you demonstrate how your experience in Customer Success can directly benefit Capsa AI's clients.
✨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 gain insights into the latest trends, which can be valuable during interviews.
✨Tip Number 3
Prepare to discuss your experience in driving trial-to-paid conversions. Be ready to share specific examples of how you've successfully guided clients through onboarding and engagement processes in previous roles.
✨Tip Number 4
Showcase your analytical skills by preparing to discuss how you've used data to inform client strategies and improve retention rates. Highlighting your ability to derive insights from usage data will resonate well with the role's requirements.
We think you need these skills to ace Head of Customer Success (City of London)
Some tips for your application 🫡
Understand the Company: Familiarise yourself with Capsa AI's mission and values. Highlight your understanding of their role in the private equity sector and how your experience aligns with their goals.
Tailor Your CV: Ensure your CV reflects relevant experience in B2B SaaS Customer Success or similar roles. Emphasise your achievements in client management, onboarding, and driving conversions, particularly with complex clients.
Craft a Compelling Cover Letter: Write a cover letter that showcases your strategic thinking and commercial focus. Discuss specific examples of how you've driven client success and engagement in previous roles, and express your enthusiasm for building processes in a startup environment.
Highlight Relevant Skills: In your application, make sure to mention key skills such as analytical thinking, project management, and communication. Relate these skills to the responsibilities outlined in the job description, especially your ability to engage with C-suite professionals.
How to prepare for a job interview at Capsa AI
✨Understand the Company and Its Vision
Before your interview, make sure you thoroughly research Capsa AI and its mission. Familiarise yourself with their products and the private equity sector. This will help you demonstrate your genuine interest in the company and how your experience aligns with their goals.
✨Showcase Your Customer Success Experience
Prepare specific examples from your past roles that highlight your success in driving customer engagement and retention. Be ready to discuss how you've maximised trial-to-paid conversions and built strong relationships with clients, especially in a B2B SaaS environment.
✨Demonstrate Strategic Thinking
As the Head of Customer Success, you'll need to think strategically about client journeys. Be prepared to discuss how you would define and implement a customer success playbook from scratch, including onboarding processes and key performance indicators.
✨Engage with Analytical Insights
Highlight your analytical skills by discussing how you've used data to drive decisions in previous roles. Be ready to explain how you would analyse client usage to identify opportunities for upselling and improving customer satisfaction.
