Head of Customer Success in London

The role, what you’ll do as Head of Customer Success: Reporting to the UK GM, you’ll own Customer Success for Dext UK, setting the strategy, leading the team, and ensuring our customers see real value from day one through long-term. This is a hands-on leadership role with real ownership, influence and commercial impact.

What you’ll own:

• Lead, coach and scale a high-performing team of CSMs, with clear expectations and strong PDPs.
• Define and execute the UK customer engagement strategy across onboarding, adoption, retention and advocacy.
• Build scalable ways to support smaller accounts without compromising experience.
• Act as the voice of the customer, turning insight into action across Product, Marketing and Leadership.
• Drive outcomes: activity KPIs, net retention, and churn reduction in close partnership with Account Management.
• Set the bar for consultative, best-practice use of the Dext product suite.
• Foster a collaborative, high-accountability team culture.

About you, what we are looking for:

• Strong leadership experience in Customer Success, ideally in SaaS or tech-led environments.
• A track record of building, coaching and scaling high-performing CS teams.
• Strong strategic thinking, paired with the ability to execute and deliver against KPIs.
• Commercially and numerically confident, with a process-driven mindset.
• Excellent communicator with experience partnering with senior stakeholders internally and externally.
• Comfortable owning targets, like adoption metrics.
• Confident using CRM tools to drive insight, focus and performance.

How to lead:

• Results-driven, accountable and motivated by clear goals.
• A true team player who puts collective success first.
• Curious, self-aware and always looking to raise the bar.
• Calm under pressure, adaptable, and willing to challenge the status quo.
• Leads with integrity, humility and positive intent.

Nice to have:

• Experience in SaaS, fintech, or accounting/bookkeeping environments.

What you’ll be part of, our values and culture:

We are a fast-paced, ambitious FinTech organisation. Despite our scale, we maintain the agility of a start-up. Our values guide everything we do:

• Be Brave - Everyone has a voice and the opportunity to challenge the status quo.
• Be Exceptional - We strive for excellence in everything we do.
• Be Together - We succeed as a team, and individual success is inseparable from team success.

What we offer, the perks:

• A competitive salary.
• Flexible working.
• 25 days off plus bank holidays, volunteering days, summer hours and a day off the week of your birthday.
• Employer-paid private medical insurance and health cash plan.
• Cycle to work scheme.
• Payroll giving.
• Income protection.
• Mental health support.

Diversity & Inclusion at Dext:

At Dext, we believe that diverse perspectives drive innovation and success. We are committed to building an inclusive workplace where everyone, regardless of background, identity, or experience, feels valued and empowered to thrive. We welcome applications from all qualified candidates and actively encourage those from underrepresented groups to apply. If you need any accommodations during the hiring process, please let us know. You can read more about our Diversity and Inclusion commitments.