A leading private markets investment platform is looking to hire a Head of CS to stand up their Customer Success org.On behalf of our client, an innovative financial technology company, we are seeking an experienced Head of Customer Success to lead their evolving customer engagement strategy. About Our Client:Our client is a pioneering fintech firm transitioning from a vertically integrated solution for smaller funds to a comprehensive Fund ERP solution built on a unified data layer. This shift represents a significant opportunity to define a new category in the industry and revolutionize fund management. The Opportunity:As the Head of Customer Success, you will play a crucial role in shaping the customer experience during this transformative period. You will lead the development and implementation of a sales-oriented customer success strategy that aligns with the company's new direction. Key Responsibilities:
Strategic Leadership - Develop and execute a customer success strategy that supports the transition from a vertically integrated model to a more traditional sales approach
- Design and implement processes to speed up time to value for clients, focusing on capturing wallet share and generating qualified leads
Team Development - Lead and mentor a team in transition, working with both existing and new managers
- Foster a culture of talent development and high performance
Customer Engagement - Establish Customer Success (CS) and Account Management (AM) functions that work seamlessly across all services
- Oversee customer journey from Letter of Intent (LOI) stage through solution engineering, architecture, and ongoing support
Operational Excellence - Implement data-driven approaches to measure and improve customer engagement and success metrics
- Collaborate with Sales and Solution Architects to ensure smooth customer onboarding and integration
Product Strategy - Work closely with product teams to ensure customer feedback is incorporated into the evolving Fund ERP solution
- Contribute to the development of a Category Defining solution in the fund management industry
The Ideal Candidate We are seeking a dynamic leader with:
- 10+ years of experience in customer success or account management roles within enterprise SaaS companies, particularly those serving the financial sector
- Proven track record of leading teams through significant business model transitions
- Experience in establishing and scaling CS and AM functions in a high-growth environment
- Strong understanding of fund management operations and technology needs
- Ability to balance strategic thinking with hands-on operational execution
- Experience working with complex, integrated software solutions from LOI stage through implementation and ongoing support
- Excellent communication skills with the ability to engage effectively with both technical and non-technical stakeholders
Additional Details:
- This role offers the unique opportunity to shape a potentially industry-defining solution
- The successful candidate will be instrumental in transitioning the company from a service-heavy model to a more scalable, sales-oriented approach
- Experience with private markets ecosystems, particularly in the context of fund management and VC/Start-up funding, is highly valuable
This position presents an exciting opportunity for a customer success leader to make a significant impact in a rapidly evolving fintech environment. The ideal candidate will bring relevant experience from the enterprise SaaS space and be ready to drive innovation in customer engagement strategies.
The perfect role for you? Don't hesitate... Apply now