Head of Customer Success

FintechOS is a financial product management platform that helps banks and insurers design, launch, and manage financial products and customer journeys more efficiently.

Our technology enables financial institutions to modernise their products and processes while working alongside their existing technology infrastructure.

At FintechOS, you will join an international team working at the intersection of financial services, enterprise technology, and digital transformation. We value customer impact, ownership, collaboration, and the ability to turn complex challenges into practical outcomes.

The opportunity

We are looking for a commercially minded Head of Customer Success to lead our end-to-end Customer Success strategy for enterprise banks, insurers, and other regulated financial-services organisations.

This is a player-coach leadership role combining strategy, people leadership, commercial thinking, and hands-on customer engagement.

You will lead the customer journey from late-stage presales and implementation through go-live, adoption, live service, renewal, and expansion. Your mission is to turn successful customer outcomes into a repeatable engine for retention and growth.

You will lead a multi-region team that works closely with customers, maintains a regular presence within their organisations, and provides one accountable point of ownership across the customer lifecycle.

What you will lead

Customer strategy and outcomes

• Define the Customer Success strategy, customer segmentation, engagement model, and operating rhythm.
• Create measurable outcome plans focused on adoption, business value, retention, and growth.
• Build trusted relationships with senior stakeholders across business, operations, technology, risk, and compliance.
• Act as executive sponsor for strategic accounts and lead recovery plans for at-risk customers.

Implementation and service delivery

• Improve the predictability of enterprise implementations across scope, milestones, quality, budget, margin, and time to value.
• Involve Customer Success in late-stage presales to validate commitments, assumptions, and dependencies before delivery begins.
• Maintain an integrated view of each customer’s projects, risks, and priorities.
• Lead the recovery of complex or underperforming customer programmes.
• Partner with Support to improve service transitions, incident communication, platform stability, and recurring-problem resolution.
• Monitor delivery effort, cost to serve, and gross margin at customer and portfolio level.

Retention, adoption, and growth

• Own customer health, product adoption, and value realisation as the leading indicators of retention.
• Identify renewal risks early and lead practical mitigation plans.
• Partner with Account Management on account strategy, renewal planning, and expansion opportunities.
• Turn product usage, delivery progress, support data, and stakeholder sentiment into actionable customer insights.
• Identify new customer needs and use cases through regular engagement, bringing qualified opportunities to Account Management.

Team and operating model

• Lead, coach, and scale a multi-region team of Customer Success leaders and managers.
• Define clear roles, portfolio coverage, capacity models, career paths, and performance standards.
• Establish consistent customer health reviews, service reviews, renewal-risk reviews, and executive business reviews.
• Build playbooks covering onboarding, implementation, go-live, adoption, value realisation, risk recovery, renewal support, and advocacy.
• Clarify decision rights across Customer Success, Account Management, Product, Engineering, Delivery, and Support.

What you bring

• Senior leadership experience in C