Head of Customer Success

Location: Hybrid from Utrecht | Competitive Base + Incentive | FinTech SaaS | European Market Focus

Why join SurePay now?

We’re the people behind IBAN-Name Check. The green check mark in your banking app confirming your payment is going to the right person. Trusted by 200+ banks and 300+ corporates across Europe, we've processed over 10 billion checks and we’re only getting started.

With a new investor on board, Customer Success is shifting from a supportive function to a core revenue driver. As we scale across Europe and evolve from start-up to scale-up, we're looking for a transformational leader to take our high-performing Customer Success team to the next level.

The Opportunity

As Head of Customer Success, you’ll lead the strategy, structure, and success of our CSM function ensuring our clients stay, grow, and love working with us.

We’re not starting from scratch. Our CS team is strong, stable, and experienced. But now we’re getting more sophisticated, more commercial, and more ambitious. That’s where you come in.

You'll lead from the front, managing and mentoring a talented team of CSMs while staying hands-on with a small portfolio of key customers. You'll bring operational excellence, commercial thinking, and a deep understanding of what it takes to scale a CS function in a fast-growing B2B tech company.

What you’ll do

Strategic Responsibilities

• Define and implement the CS vision, aligned with business goals (ARR growth, NRR, GRR, churn reduction).
• Shape and scale the CS function (structure, tooling, playbooks, segmentation, and reporting)
• Drive transformation from an operational to a revenue-oriented CS culture.
• Act as a mentor and multiplier for a highly autonomous team unlocking performance, confidence, and clarity.
• Collaborate cross-functionally with Product, Sales, Support, and Marketing to advocate for the customer.
  
  

Operational Responsibilities

• Lead, coach, and develop the CS team (currently all 4+ years experienced).
• Own team hiring, performance management, and strategic enablement.
• Report directly to our Chief Revenue Officer.
• Oversee onboarding and adoption journeys across all customer segments.
• Monitor customer health and proactively mitigate churn risks.
• Build and scale frameworks for renewals, expansions, and upsells.
• Be the escalation point for strategic accounts.
• Personally own a small number of high-impact customers to lead by example.
  
  

Enterprise Key Account Leadership

• Act as executive sponsor for key Tier 2 banks across Belgium and other strategic regions.
• Understand their priorities (compliance, innovation, integration) and guide their success.
• Build deep, multi-level relationships internally and externally to drive customer impact.
  
  

What we’re looking for

• Minimum 5 years leading CSM teams in SaaS, FinTech, or payments with a track record of driving results.
• Proven experience scaling CS in a start-up/scale-up environment.
• Comfortable balancing commercial and operational leadership.
• Strong understanding of enterprise customer needs, especially banks and regulated entities.
• You’ve led through change and know how to bring people with you.
• Fluency in English + one other European language (French, German, or Spanish preferred).
• Strategic thinker with hands-on mentality. You ask questions, seek truth, and push forward.
  
  

Metrics That Matter

You’ll be focused on moving the needle on:

• Net Revenue Retention (NRR)
• Growth Revenue Retention (GRR)
• Churn Rate
• Customer Health Scores
• Time to Value (TTV)
• CSAT and NPS
• Customer Lifetime Value (CLTV)
  
  

What you’ll get

• Performance-based incentive
• 8% holiday allowance + 8% benefits budget
• 25 holidays + hybrid working setup
• MacBook Pro, iPhone, and everything else you need
• NS Business Card & travel costs covered
• Pension plan
• A values-led team with a great culture, low churn, and strong collaboration
• Room to grow. Potential next steps: VP of Customer Success, CCO, COO, GM
  
  

Ready to lead the next chapter of Customer Success at SurePay?

We’re not looking for someone to maintain what’s already here, we’re looking for someone to build what’s next. If you're an experienced CS leader ready to step into a high-impact role, make a strategic mark, and grow with us…we’d love to hear from you.

Apply now or reach out to chat.