At a Glance
- Tasks: Lead the post-sales customer journey and enhance client experiences in a fast-paced environment.
- Company: Join Ondato, a leader in identity verification and compliance solutions.
- Benefits: Enjoy a hybrid work model, private health insurance, and extra paid days off.
- Other info: Be part of a collaborative culture with opportunities for personal and professional growth.
- Why this job: Make a real impact on customer success and drive growth in a dynamic industry.
- Qualifications: Proven leadership in Customer Success within B2B SaaS, especially in FinTech or RegTech.
The predicted salary is between 70000 - 90000 £ per year.
Ondato is a leading provider of identity verification, compliance, and KYC solutions, helping businesses streamline onboarding processes and stay ahead in a rapidly evolving regulatory landscape. We're looking for the Head of Customer Success who will take ownership of the full post-sales function - combining leadership, strategic customer management, and hands-on execution in a fast-paced scale-up environment.
What You’ll Do
- Own and lead the entire post-sales customer lifecycle, from onboarding and adoption to renewals and expansion;
- Manage and develop Customer Success and Customer Support functions, ensuring a high-quality client experience across all touchpoints;
- Build scalable Customer Success processes, engagement frameworks, KPIs, and operational playbooks suitable for a growing RegTech business;
- Act as a senior escalation point for strategic and enterprise-level clients operating in regulated industries;
- Develop strong relationships with FinTech, payments, banking, and compliance-focused customers across international markets;
- Drive retention, expansion revenue, NRR, customer health, and long-term account growth initiatives;
- Identify upsell and cross-sell opportunities together with Sales and Commercial teams;
- Work closely with Product, Compliance, and Technical teams to ensure customer feedback directly influences platform improvements and roadmap priorities;
- Monitor customer engagement, onboarding quality, adoption metrics, and churn risks using CRM and customer health data;
- Deliver actionable customer insights and strategic recommendations to executive leadership.
What We’re Looking For
- Proven leadership experience managing Customer Success, Customer Support, Account Management, or Client Success teams within B2B SaaS environments;
- Strong preference for candidates who have led both Customer Success and Customer Support functions;
- Experience working with FinTech, RegTech, payments, KYC/KYB/AML, fraud prevention, or other compliance-focused products;
- Strong background in customer retention, renewals, expansion revenue, and enterprise client relationship management;
- Hands-on leadership style with the ability to combine strategic thinking and operational execution in a scale-up environment;
- Strong ownership mindset with high personal accountability and full engagement in team and customer outcomes;
- Comfortable working cross-functionally with Product, Sales, Compliance, and technical stakeholders;
- Analytical and data-driven approach with experience using CRM systems, customer health reporting, and operational KPIs;
- Excellent communication and stakeholder management skills in international B2B environments.
What we offer
- High-impact leadership role with direct influence on retention, customer growth, and operational strategy;
- A hybrid working model to support flexibility and a healthy work-life balance;
- Private health insurance to give you peace of mind for all your health needs;
- An extra paid day off every month to help you recharge;
- One-off financial support for significant personal life events;
- Company-wide and team events that bring everyone together.
Head of Customer Success employer: Ondato
Ondato is an exceptional employer that prioritises employee well-being and professional growth in a dynamic scale-up environment. With a hybrid working model, private health insurance, and additional paid time off each month, we foster a healthy work-life balance while empowering our team to make a significant impact on customer success and operational strategy. Join us to be part of a collaborative culture that values innovation and strong relationships with clients across the FinTech and compliance sectors.
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 Ondato. 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 Ondato 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!
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 Ondato:Your cover letter is your chance to shine! Tell us why you want to work at Ondato 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 Ondato!
How to prepare for a job interview at Ondato
✨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.
