At a Glance
- Tasks: Lead and develop a high-performing Customer Success team to enhance customer experience.
- Company: Join Aveni, a leading AI innovator in financial services, recognised as Fintech of the Year.
- Benefits: Enjoy remote work, flexible benefits, and personal development opportunities.
- Other info: Be part of a diverse team driving innovation in a rapidly growing industry.
- Why this job: Shape the future of AI while ensuring customers achieve real value from our platform.
- Qualifications: Proven leadership in Customer Success with a focus on retention and satisfaction.
The predicted salary is between 75600 - 92400 £ per year.
Help Shape the Future of AI in Financial Services. Aveni is redefining how financial institutions use AI. We build real, production-ready agentic systems that reshape how banks, advisers and financial services firms operate, replacing fragmented processes with intelligent, end-to-end workflows. We've been recognised as Fintech of the Year for two consecutive years and awarded Best Specialist Technology Service at the Professional Adviser Awards 2025. Backed by leading investors and commercially supported by major financial institutions, we're scaling quickly as adoption of AI in financial services accelerates.
Our platform helps some of the UK's largest financial institutions deploy AI safely within FCA-regulated environments, powering everything from compliance monitoring to AI-driven adviser guidance.
The Opportunity: We're looking for an experienced Head of Customer Success to lead and grow our Customer Success team as we scale. At Aveni, we want customers who don't stay with us because switching is a hassle, we want them staying because the experience we give them is genuinely worth it, and recommending us because of it. This role carries real weight in making that true, and it calls for ambition and energy, not just steady management.
In this role, you'll build a high-performing team and a scalable operating model that ensures customers consistently realise measurable value from Aveni's AI platform. Working closely with Sales, Product, Implementation and Support, you'll own customer retention, customer health and long-term value creation while acting as the executive voice of the customer across the business — setting the standard for what an exceptional Aveni customer experience feels like, and holding the rest of the company to it.
What You'll Do:
- Lead and develop a high-performing Customer Success team, creating a culture of accountability, coaching and continuous improvement — including a structured coaching and mentoring programme that helps CSMs grow in confidence and capability as the team scales.
- Own the Customer Success operating model, customer lifecycle and engagement framework, including how we segment and serve customers across different verticals and account sizes. Working closely with Implementation and Enablement teams to ensure the handover of responsibilities between teams is clear, avoiding unnecessary overlap.
- Ensure customers achieve measurable business outcomes and maximise value from Aveni's platform, with a consistently excellent standard of service regardless of customer size or tier.
- Lead and embed a customer insight strategy, enabling Aveni to understand the heartbeat of our customers, and use that to deliver the best customer experience and outcome.
- Act as Executive Sponsor for customer relationships, supporting the team through complex customer situations and executive engagement.
- Own Customer Success performance across Gross Revenue Retention (GRR), Net Revenue Retention (NRR), customer health and customer satisfaction.
- Partner closely with Sales to support renewals, customer growth and strategic account planning.
- Collaborate with Product, Implementation and Support to deliver a seamless end-to-end customer experience, including leading the customer-facing response during service incidents.
- Champion the Voice of the Customer, ensuring customer insight informs product development, service improvements and business strategy.
- Build scalable processes, reporting and AI-enabled customer intelligence — using product usage and outcome data, not manual tracking, to drive prioritisation and continuous improvement.
What You'll Bring:
- Essential: Significant leadership experience within Customer Success, Strategic Account Management or Client Services.
- A proven track record of improving customer retention, renewals, expansion and customer satisfaction.
- Experience building, scaling or transforming Customer Success functions within a SaaS, AI or technology business.
- Experience leading enterprise customer relationships and supporting executive-level engagement.
- Strong leadership, coaching and stakeholder management skills.
- Commercial acumen with experience managing forecasting, customer health and revenue retention.
- A data-driven approach to decision making with experience using CRM and Customer Success platforms.
- A proactive, customer-centric mindset with a passion for helping customers succeed.
- Nice to Have: Experience within AI, compliance or regulated technology.
- Experience working with Financial Services organisations.
- Experience implementing Customer Success tooling, health frameworks or AI-enabled customer intelligence.
- Experience building customer advocacy programmes or executive customer communities.
Why Join Aveni? You'll lead one of the most important functions in the business, helping define how enterprise organisations successfully adopt AI within highly regulated environments. As our Head of Customer Success, you'll shape the customer experience from onboarding through to long-term partnership, ensuring our customers realise measurable value while influencing product direction, commercial strategy and the future evolution of our platform. You'll have the opportunity to build and scale a modern Customer Success organisation, leveraging data, automation and AI to create an exceptional customer experience at a pivotal stage of Aveni's growth.
Benefits at Aveni: Remote-first working across the UK. Company-wide offsites and regular in-person gatherings. Work abroad policy. Optional Personal Development Plan. Flexible benefits platform, allowing you to choose the benefits that matter most to you. Life insurance, income protection, critical illness cover and pension, with up to 5% matched employer contribution. Private health and dental care.
Join Us: At Aveni, we believe diversity drives innovation. We've built our business to ensure an inclusive workplace where everyone feels valued and empowered to contribute their best work. If you're passionate about building world-class customer organisations and helping shape the future of AI in financial services, we'd love to hear from you. Even if you don't meet 100% of the requirements, we'd still encourage you to apply if you believe you'd be a great fit.
Head of Customer Success employer: Aveni
Aveni is an exceptional employer, offering a remote-first working environment that promotes flexibility and work-life balance. With a strong focus on employee growth, Aveni provides opportunities for professional development and the chance to influence key strategies in the rapidly evolving AI sector for financial institutions. The company's commitment to innovation and collaboration makes it an ideal place for those looking to make a meaningful impact in their careers.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Success
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Aveni. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Aveni before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Customer Success
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Aveni:Your cover letter is your chance to shine! Tell us why you want to work at Aveni specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Aveni!
How to prepare for a job interview at Aveni
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
