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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Customer Success strategy, customer engagement, and retention within enterprise B2B SaaS environments. Proven ability to lead complex software implementations and develop high-performing teams while managing customer health and value realization.
Highest-signal resume keywords
Customer Success StrategyEnterprise Software ImplementationsCustomer Retention ImprovementData LiteracyExecutive Presence
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer SegmentationValue RealizationRenewal-Risk ManagementCapacity PlanningServices EconomicsForecastingDelivery MarginImplementation PlanningRisk RecoveryOnboarding Playbooks
Soft Skills
Excellent CommunicationLeadershipRelationship BuildingCoachingConflict Management
Tools & Technologies
SalesforceHubSpot
Industry Keywords
B2B SaaSFinancial ServicesEnterprise CustomerRegulated IndustriesPost-Sales
About the role
Key responsibilities & impact- 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
- Improve 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 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
- Own customer health, product adoption, and value realisation as 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
- Lead, coach, and scale a multi-region team of Customer Success leaders and managers
- Define roles, portfolio coverage, capacity models, career paths, and performance standards
- Establish 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
Requirements
What you’ll need- Senior leadership experience in Customer Success, Professional Services, Delivery, Account Management, or Post-Sales within enterprise B2B SaaS
- Experience working with banks, insurers, or other regulated financial-services organisations
- Strong record of improving enterprise customer retention, adoption, and value realisation
- Hands-on leadership of complex enterprise software implementations, from solution design through go-live and support
- Experience recovering high-risk or underperforming customer programmes
- Experience building or scaling Customer Success operating models, including segmentation, customer health, capacity planning, and renewal-risk management
- Commercial understanding of recurring revenue, GRR, NRR, services economics, delivery margin, forecasting, and cost to serve
- Strong executive presence and confidence managing escalations and high-impact customer decisions
- Experience hiring, coaching, and developing Customer Success leaders and teams
- Data literacy and experience using CRM platforms such as Salesforce or HubSpot
- Excellent communication skills, with the ability to simplify technical, operational, and commercial complexity
Benefits
Comp & perks- Opportunity to shape a strategic function at the intersection of customer value, enterprise software delivery, product strategy, and recurring revenue growth
- Influence how leading financial-services organisations adopt and scale FintechOS technology
- Build the team and operating model for the company’s next stage of growth