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- Tasks: Lead a dynamic team to enhance client engagement and support in the FinTech sector.
- Company: Global FinTech leader based in London with a hybrid working model.
- Benefits: Competitive salary, bonuses, and benefits with flexible working arrangements.
- Why this job: Make a real impact by driving client success and improving service delivery.
- Qualifications: Experience in client-facing roles within banking or FinTech, strong leadership skills.
- Other info: Opportunity for career growth in a collaborative and innovative environment.
The predicted salary is between 80000 - 100000 £ per year.
My global FinTech client, based in London, is looking for a permanent Head of Customer Success / Head of Client Support. Hybrid working, 3 days in the London office, paying £80,000 - £100,000 + bonus + benefits.
We are looking for a Head of Customer Success to lead and grow a team of Client and Business Support Analysts, overseeing client engagement, onboarding, and ongoing support for transaction data services. This role combines strong leadership with operational ownership, ensuring high-quality service delivery while driving process improvements and fostering a collaborative, client-focused culture.
The ideal candidate is a clear communicator with strong analytical and problem-solving skills, confident working with clients and senior stakeholders, and able to bring structure and discipline while remaining hands-on when needed.
This role would suit someone who has worked in a Bank / FinTech / Financial Services within the following roles:
- Head of Customer Success
- Head of Customer Relationships
- Head of Client Success
- Head of Client Relationships
- Head of Client Services
- Head of Customer Services
- Head of Relationship Management
Key skills:
- Proven experience leading client-facing support teams
- Strong knowledge of financial markets and data-driven/technical products
- Experience with ticketing systems (e.g. Zendesk, Salesforce, JIRA, ServiceDesk)
- High technical proficiency with data platforms and tools
- Excellent communication and stakeholder management skills
- Strong analytical and problem-solving abilities
Responsibilities:
- Lead and develop a London-based team of Client & Business Support Analysts
- Own the end-to-end client lifecycle: onboarding, engagement, and ongoing support
- Drive a high-performance, client-centric culture focused on accountability and continuous improvement
- Act as the key interface between Client Support and internal teams (Product, Engineering, Sales)
- Oversee and optimise onboarding processes to ensure a seamless client experience
- Manage operational processes including ticketing, documentation, KPIs, and reporting
- Analyse client feedback and trends to influence product and service improvements
- Collaborate with offshore L1 support to ensure smooth escalations and consistent standards
- Provide hands-on leadership while implementing structure, clarity, and operational discipline
Please apply now for immediate consideration and further details.
Head of Client Services / Relationship Management / Customer Success – Banking in London employer: Scot Lewis Associates
Contact Detail:
Scot Lewis Associates Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Client Services / Relationship Management / Customer Success – Banking in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the banking and FinTech sectors. Attend industry events or webinars, and don’t be shy about introducing yourself. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their products and services, especially in client success and support. This will help you tailor your answers and show that you're genuinely interested in the role.
✨Tip Number 3
Showcase your leadership skills! Be ready to discuss how you've led teams in the past, particularly in client-facing roles. Use specific examples to highlight your problem-solving abilities and how you’ve driven process improvements.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and take the initiative to connect with us directly.
We think you need these skills to ace Head of Client Services / Relationship Management / Customer Success – Banking in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the job description. Highlight your experience in client services and any leadership roles you've held, especially in banking or FinTech. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer success and how you can lead our team. Be sure to mention specific achievements that demonstrate your problem-solving skills and ability to drive process improvements.
Showcase Your Technical Skills: Since this role involves working with data platforms and ticketing systems, make sure to highlight your technical proficiency. Mention any relevant tools you've used, like Zendesk or Salesforce, and how you've leveraged them to enhance client experiences.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at Scot Lewis Associates
✨Know Your Client Success Inside Out
Make sure you understand the ins and outs of client success in the banking and FinTech sectors. Brush up on your knowledge of financial markets and data-driven products, as this will help you speak confidently about how you can lead a team to enhance client engagement and support.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership experience, especially in managing client-facing support teams. Be ready to discuss how you've driven a high-performance culture and implemented process improvements in previous roles.
✨Familiarise Yourself with Ticketing Systems
Since experience with ticketing systems like Zendesk or Salesforce is crucial, make sure you can discuss your familiarity with these tools. If you’ve used them to manage client interactions or improve service delivery, share those experiences during the interview.
✨Communicate Clearly and Confidently
As a Head of Client Services, strong communication is key. Practice articulating your thoughts clearly and confidently, especially when discussing how you would interface with internal teams and manage stakeholder relationships. This will demonstrate your ability to be a clear communicator in a senior role.