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For Companies At a Glance
- Tasks: Lead customer success initiatives and enhance client experiences for our innovative AI platform.
- Company: Capsa AI is a cutting-edge startup revolutionising private equity with AI-driven insights.
- Benefits: Enjoy private healthcare, remote work options, and a budget for your home office setup.
- Why this job: Join a dynamic team shaping the future of private equity 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: Capsa AI
Contact Detail:
Capsa AI 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 faced by PE funds. Understanding their needs will help you demonstrate how your experience in Customer Success can directly address these issues during discussions.
✨Tip Number 2
Network with professionals in the B2B SaaS and private equity sectors. Attend relevant industry events or webinars to connect with potential colleagues and clients, which can provide insights into the role and help you stand out as a candidate.
✨Tip Number 3
Prepare to discuss your approach to building a Customer Success playbook from scratch. Think about specific strategies you've implemented in previous roles that led to successful client onboarding and retention, as this will showcase your strategic thinking.
✨Tip Number 4
Highlight your analytical skills by preparing examples of how you've used data to drive client engagement and success. Being able to articulate how you've turned insights into actionable strategies will resonate well with the hiring team.
We think you need these skills to ace Head of Customer Success
Some tips for your application 🫡
Understand the Company: Before applying, take some time to understand Capsa AI's mission and values. Familiarise yourself with their product offerings and the private equity landscape to tailor your application effectively.
Highlight Relevant Experience: In your CV and cover letter, emphasise your 5+ years of experience in B2B SaaS Customer Success or similar roles. Provide specific examples of how you've driven trial-to-paid conversions and engaged with complex clients.
Showcase Strategic Thinking: Demonstrate your ability to think strategically by discussing how you would define and implement a Customer Success playbook. Mention any relevant experiences where you've built processes from scratch.
Tailor Your Application: Make sure your application is tailored to the role of Head of Customer Success. Use keywords from the job description, such as 'client journey processes', 'commercial discussions', and 'analytical thinking' to align your skills with their needs.
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 how they serve private equity funds. This will help you articulate how your experience aligns with their goals and demonstrate your genuine interest in the company.
✨Showcase Your Customer Success Experience
Prepare to discuss specific examples from your past roles that highlight your success in driving client engagement and retention. Be ready to explain how you've maximised trial-to-paid conversions and what strategies you've implemented to ensure long-term client success.
✨Demonstrate Strategic Thinking
As the Head of Customer Success, you'll need to think strategically about client journeys. Be prepared to share your thoughts on how you would define a customer success playbook from scratch and what key metrics you would focus on to measure success.
✨Engage with Confidence
Since you'll be interacting with C-suite executives and investment professionals, practice your communication skills. Be confident in discussing complex topics, especially around AI and data-driven products, and ensure you can explain these concepts in a way that's accessible to non-technical users.
