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

About the Role

Maternity Cover | London | Full-time Mintago is a fast‑growing employee financial wellbeing platform trusted by nearly 600 SME clients across the UK.

We offer salary sacrifice schemes, pension tools, retail discounts, 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 senior leadership role includes 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 employee engagement with the Mintago platform.

Reporting directly to our CFO/COO and co‑founder, you will collaborate with cross‑functional teams on commercial, product, and strategic initiatives.

Responsibilities

• 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 notifications, to drive platform adoption and usage.
• Act as the senior point of escalation for complex client relationships and commercial disputes.
• Partner with leadership, including co‑founders, 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.
• 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 QBRs, strategic client conversations, and executive‑level escalations.
• Oversee the onboarding function to ensure clients are implemented efficiently, accurately, and within agreed timelines.
• Continuously improve onboarding processes to reduce time‑to‑value for new clients.
• Support the team in managing salary sacrifice scheme implementations and pension/payroll related transitions.
• Lead the development and execution of employee engagement strategies to drive usage across client organisations.
• Oversee the creation and delivery of email campaigns, push notifications, and messaging strategies.
• Use engagement data and platform analytics to identify trends, gaps, and opportunities to improve adoption.
• 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.
• Maintain accurate reporting on MRR, renewals, churn, NPS, and team performance.
• Ensure effective use of CS tooling (Vitally) and support data hygiene and client management.
• Produce regular reporting for senior stakeholders and the wider business.

Qualifications

• Proven experience as Head of Customer Success or senior CS leadership role, managing large teams (10+ employees).
• Strong background managing SME clients at scale (portfolios of 300+ clients preferred).
• 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 executive 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.
• Experience using Vitally or a comparable CS platform (e. g., Gainsight, Churn Zero, Totango) is desirable.
• Background in fintech, HR tech, employee benefits, or financial wellbeing is desirable.
• Familiarity with salary sacrifice schemes and pension administration is desirable.
• Passion for employee engagement and creating communication strategies.

Benefits

• Competitive day rate or salary depending on arrangement.
• Hybrid work setup; expected to attend office at least twice a week.
• Flexible working arrangements and flexible hours with no fixed company hours.
• Unlimited leave policy plus birthday off.
• Annual budget of £300 for learning and development.
• Private medical insurance (Vitality) and life insurance (Met Life).
• Cash plan (Medicash).
• Enhanced parental leave that increases with tenure.
• Mac Book Pro for comfortable remote work; budget for home‑office equipment.
• Several workplace benefits including pension contributions matched up to 4%, retail and grocery discounts, cycle‑to‑work scheme, electric vehicle scheme, mobile and technology salary sacrifice, gym discounts, holiday package discounts, and access to IFAs and pension management tools.
• Equal Opportunity Employer

Mintago is an equal‑opportunity employer committed to creating an inclusive environment for all employees and applicants.

We 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.

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