At a Glance
- Tasks: Lead the entire post-sales customer lifecycle and enhance client experiences.
- Company: Join a leading RegTech company revolutionising identity verification and compliance.
- Benefits: Enjoy hybrid work, private health insurance, and extra paid days off.
- Other info: Collaborate cross-functionally and influence operational strategy in a fast-paced scale-up.
- Why this job: Make a real impact on customer success and drive growth in a dynamic environment.
- Qualifications: Proven leadership in Customer Success within B2B SaaS; experience in FinTech preferred.
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.
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.
We think you need these skills to ace Head of Customer Success in London
Leadership Experience
Customer Success Management
Customer Support Management
Account Management
Client Relationship Management
B2B SaaS Experience
FinTech Knowledge
