The client is a rapidly growing B2B SaaS company operating in highly regulated industries such as FinTech, compliance technology, and digital risk management. As the company scales across Europe, customer retention and expansion have become a strategic priority.

The Head of Customer Success will take ownership of the entire post-sales lifecycle - from onboarding through renewal and expansion. This role combines strategic leadership with operational execution, ensuring customers achieve measurable value while building scalable Customer Success processes that support long-term growth.

You will work closely with Sales, Product, Compliance, and Support teams to strengthen customer relationships, improve retention metrics, and unlock expansion opportunities across the client base.

🔍 Responsibilities:

• Own the full post-sales customer lifecycle, from onboarding and adoption to renewal and expansion;

• Build and scale a high-performing Customer Success function, including processes, playbooks, and KPIs;

• Drive key revenue metrics such as retention rate, net revenue retention (NRR), and customer lifetime value;

• Act as the senior escalation point for strategic and high-value client accounts;

• Identify upsell and cross-sell opportunities in collaboration with Sales teams;

• Monitor and manage customer health using structured reporting, CRM data, and engagement signals;

• Establish proactive engagement strategies to reduce churn and improve product adoption;

• Partner closely with Product and Compliance teams to ensure customer feedback informs product development;

• Implement scalable onboarding frameworks for enterprise and mid-market clients;

• Deliver regular customer insights and performance reporting to executive leadership.

🎓 Requirements:

• Proven experience in Customer Success, Account Management, or Client Success leadership within B2B SaaS;

• Strong track record of managing renewals, customer retention, and expansion revenue;

• Experience working in regulated sectors such as FinTech, iGaming, payments, or KYB/KYC solutions is a strong advantage;

• Demonstrated ability to build and optimise Customer Success processes and operational frameworks;

• Comfortable working cross-functionally with Sales, Product, Compliance, and technical teams;

• Strong analytical mindset with experience using CRM and customer health reporting tools;

• Excellent stakeholder management and communication skills;

• Strategic thinker with hands-on execution ability in fast-growing environments.

✨ The Employer offers:

• Competitive salary (€5,000 – €6,000 gross per month) with performance-based bonuses tied to retention and expansion;

• Opportunity to build and scale a Customer Success function from a leadership position;

• Exposure to fast-growing European FinTech and regulated SaaS markets;

• Flexible remote or hybrid work model within the EU;

• Collaborative international team with strong product and commercial focus;

• High level of ownership and influence on customer strategy and growth;

• Career growth opportunities as the company continues to expand globally.

If you're ready to build a world-class Customer Success function and drive meaningful client impact in a high-growth SaaS environment, let’s talk!