Head of Relationship Management

TreasurySpring is the product of an obsession with fixing the fundamental structural problems in money markets. Our fascination with the sector began painfully, during the Global Financial Crisis of 2008, where we had a front-row seat to watch the evaporation of liquidity in fixed income and the near collapse of the entire short-dated funding markets. We have been on a mission to help deliver more sustainable solutions for the money markets ever since, and we launched TreasurySpring in 2018 to offer institutional clients a single gateway to the broadest range of the best risk-adjusted cash investment options. As a fast-growing financial technology company, we deliver a unique solution to a multi-trillion-dollar problem, delivered globally from our offices in London and New York. Our regulated Fixed-Term Fund platform delivers new digital pipelines to connect cash-rich firms to institutional borrowers. Clients include large Private Equity funds, Asset Managers, listed Corporates, high-growth tech companies and many more.

The role involves overseeing both the Relationship Management team and Client Services team to build long-term client partnerships, drive value realisation, and create a best-in-class client experience for users of our platform. You will develop and implement scalable strategies to proactively manage customer health, drive product adoption, and identify expansion opportunities. Your leadership will ensure that clients receive exceptional support, strategic guidance, and measurable value from our solutions. This role is critical to fostering strong relationships, ensuring a seamless client journey, and positioning TreasurySpring as a trusted, long-term partner in our clients' success.

What we’re looking for:

• 7+ years in client success, account management, or client services, with at least 3 years in a leadership role.
• Experience working in the Financial Services industry.
• Proven ability to manage and develop a high-performing Relationship Management team.
• Strong track record of driving client satisfaction, retention, and expansion.
• Ability to develop and execute client success strategies that align with business goals.
• Comfortable using data and metrics to drive decisions, track client health, and optimise processes.
• Results-oriented with a track record of driving improvements in client satisfaction.
• Ability to motivate and encourage collaboration within a team.
• Excellent verbal and written communication skills, with the ability to engage C-suite executives and key stakeholders.
• Familiarity with Hubspot and client success platforms.

What you’ll do:

• Define and execute a scalable client success strategy to drive retention, expansion, and client advocacy.
• Build, mentor, and manage a high-performing Client Service and Relationship Management team.
• Develop playbooks and processes to proactively manage client health, renewals, and upsell opportunities.
• Establish strong relationships with key accounts, ensuring they receive value from our products and services.
• Directly cover a subset of clients to drive AUM growth.
• Identify and seize opportunities to increase the amount of AUM and/or introduce additional products and services.
• Upselling Currency Conversion.
• Work closely with Sales, Product, and Operations to enhance the client experience and address challenges.
• Define and track key client success KPIs, including retention rate, Net Promoter Score (NPS), and expansion revenue.
• Continuously refine onboarding, support, and engagement workflows to improve efficiency and client outcomes.
• Act as the voice of the client, gathering feedback and working with internal teams to enhance the product and service offering.
• Lead, mentor, and inspire the RM team to deliver exceptional service and support.
• Utilise data analytics to gain insights into client behavior, preferences, and trends.
• Implement strategies based on data analysis to optimize customer engagement and satisfaction.
• Provide valuable customer insights to shape marketing and product development strategies.
• Provide regular reports to senior management, highlighting key client metrics and areas for improvement.

What we offer:

• Competitive salary, depending on experience.
• Equity, quarterly bonus scheme and discretionary bonus.
• Unlimited Paid Leave.
• Hybrid office-working model - we’re in a great location near Green Park station in London.
• Enhanced Parental Leave and Pay.
• Workplace Pension.
• Complete Bupa HealthCare Cover.
• Life Insurance.
• Income Protection Insurance.
• Access to Yulife (Employee Assistance Programme).
• Remote Office set-up budget.
• Cycle to Work Scheme.
• A fun and dynamic working environment with regular team-building activities and events.