Head of Customer Success - Maternity Cover FTC 6-12 months in City of Westminster

About the Role

Mintago is a fast growing employee financial wellbeing platform trusted by close to 600 SME clients across the UK. We offer salary sacrifice schemes, pension tools, retail discounts, access to financial advisers, and a suite of wellbeing features that help employees make the most of their money. We are looking for an experienced and commercially minded Head of Customer Success to cover maternity leave. This is a senior leadership role with full ownership of our customer success function, spanning onboarding, customer success management, services, and operations. You will lead a team of nine and be responsible for retention, renewals, churn management, and driving meaningful employee engagement with the Mintago platform. This is an excellent opportunity to step into a high impact role at a critical growth stage, reporting directly to our CFO/COO and co-founder and collaborating with our cross-functional teams on commercial, product, and strategic initiatives.

Expected start date: September 2026. This role is hybrid and you will be expected to attend the office at least two times a week.

Objectives of this Role

• Own and drive customer retention, renewals, and churn reduction across a portfolio of 600 SME clients.
• Lead a team of nine across onboarding, customer success management, services, and operations, fostering a high performance, people first culture.
• Develop and execute employee engagement strategies, including email campaigns and in app notification programmes, to drive platform adoption and usage.
• Act as the senior point of escalation for complex client relationships and commercial disputes.
• Partner with the leadership team including co-founders and Sales, Marketing, and Product teams to support commercial growth and product development.
• Maintain and improve the quality, consistency, and scalability of CS processes and tooling.

What You'll Do

Team Leadership

• Lead, coach, and develop a team of nine across four sub-functions: onboarding managers, customer success managers, a services/payroll specialist, and operations.
• Set clear objectives and priorities for the team, ensuring accountability and a high standard of client experience.
• Create a team culture that is warm, collaborative, and commercially focused.

Client Retention & Renewals

• Own the renewals pipeline and churn management process, proactively identifying at risk clients and implementing retention strategies.
• Monitor key health metrics across the client base and use data to inform decision making and prioritisation.
• Lead and support on QBRs, strategic client conversations, and executive level escalations.

Onboarding & Delivery

• Oversee the onboarding function to ensure clients are implemented efficiently, accurately, and within agreed timelines.
• Continuously improve the onboarding process to reduce time-to-value for new clients.
• Support the team in managing salary sacrifice scheme implementations and pension/payroll related transitions.

Employee Engagement & Platform Adoption

• Lead the development and execution of employee engagement strategies to drive usage of the Mintago platform across client organisations.
• Oversee the creation and delivery of email campaign, push notifications, and messaging strategies.
• Use engagement data and platform analytics to identify trends, gaps, and opportunities to improve adoption.

Commercial & Cross-functional Collaboration

• Partner closely with Sales to support new business onboarding and upsell opportunities within the existing client base.
• Work with the Product team to surface client feedback, influence the roadmap, and support the rollout of new features.
• Collaborate with Marketing on client-facing communications, webinars, and thought leadership activity.
• Contribute to pricing, tiering, and commercial strategy discussions with the leadership team.

Reporting & Tooling

• Maintain accurate reporting on MRR, renewals, churn, NPS, and team performance.
• Ensure effective use of CS tooling (we use Vitally) and support the team in maintaining data hygiene and client management.
• Produce regular reporting for senior stakeholders and the wider business.

What We're Looking For

Essential

• Proven experience in a Head of Customer Success or senior CS leadership role, with direct management of large teams (around 10 employees or more).
• Strong background managing SME clients at scale, experience with portfolios of 300+ clients preferred.
• Experience leading and developing customer success teams, with a strong understanding of the full client lifecycle from implementation through to renewal.
• Demonstrable track record of owning renewals, reducing churn, and managing commercially complex client situations.
• Experience designing or overseeing employee engagement or user adoption programmes, including email and in-app communication strategies.
• Excellent communication and interpersonal skills — comfortable at exec level internally and externally.
• Data-driven approach to client health monitoring and team performance management.
• Strong organisational skills and the ability to manage multiple priorities in a fast-paced, scaling business.

Desirable

• Experience using Vitally or a comparable CS platform (e.g. Gainsight, ChurnZero, Totango).
• Background in fintech, HR tech, employee benefits, or financial wellbeing.
• Familiarity with salary sacrifice schemes, pension administration.
• Passion for employee engagement and creating communication strategies.

What You'll Get

• The opportunity to step into a genuinely impactful senior leadership role.
• A warm, close knit team that takes real pride in the service they deliver to clients.
• Close collaboration with leadership team and visibility across the whole business.
• Competitive day rate or salary depending on arrangement.
• Flexible working arrangements.

If you are a senior CS leader who thrives in a client facing, commercially driven environment and wants to make a real difference to how UK employees engage with their financial wellbeing, we would love to hear from you.

About Mintago

Mintago is an employee financial wellbeing platform on a mission to empower employers with effortless tools and insights so both businesses and people financially flourish. Founded in 2019, we're a small, close-knit team of ~45 people where every person has real impact on our success. We're built on the belief that people do their best work when they have room to thrive and be themselves. Our culture is rooted in autonomy, trust, honest feedback, and accountability. We trust everyone to own their work and focus on outcomes.

Benefits

As an employee wellbeing focused company, we take pride in offering great benefits:

• A MacBook Pro for your to work comfortably.
• Hybrid work set up.
• Budget for equipment to set up your home office.
• A flexible, discretionary unlimited leave policy + your birthday off.
• Flexible hours with no fixed company hours; we trust you to manage your time and focus on outcomes.
• A £300 yearly budget for your own learning and development.
• Private medical insurance (Vitality).
• Life insurance (MetLife).
• Cash plan (Medicash).
• Enhanced Parental Leave that increases with tenure (first level at 9 months, second at 2 years).

And our Mintago platform benefits:

• Pension contributions matched up to 4%, via salary sacrifice.
• Retail and grocery discounts.
• Cycle to work scheme.
• Electric Vehicle scheme.
• Mobile and technology salary sacrifice.
• Gym discounts.
• Holiday package discounts.
• Access to IFAs and Pension management tools.

Our Standard Selection Process

• 15-30 minute initial call with our Head of People.
• 30 minute interview with your hiring manager.
• A take-home task, presented to two senior members of the team.
• A behavioural interview, centred in our values, with two members of our wider team.
• A feedback based interview is sometimes necessary if we still need to address more questions prior to an offer.

We aim to get back to candidates within 5 days of application and 1-2 working days of each stage, and to complete the full process within 2–3 weeks of the first call, keeping all active applicants updated throughout. However, we receive a high volume of applications and cannot guarantee individual feedback to every applicant. We will do our best to respond to all applications.

Mintago is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants, and do not discriminate on the basis of race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected characteristic. We welcome applications from all backgrounds.