💼 About This Role

You'll lead the post-implementation customer experience for a global enterprise FinTech SaaS business, building the adoption engine that drives retention and growth. You'll own the Customer Reference Programme, turning advocates into a powerful go-to-market asset.

🎯 What You'll Do

• Own gross revenue retention and lead renewal processes for enterprise accounts
• Define and drive product adoption framework with feature activation and success metrics
• Oversee global Customer Support organisation across multiple time zones
• Build and manage Customer Reference Programme end to end

📋 Requirements

• 10+ years of customer success or related experience in enterprise SaaS
• Proven leadership of global CS and support teams
• Experience managing $100M+ ARR portfolio with high-touch enterprise accounts
• Deep understanding of FinTech or financial services industry

✨ Nice to Have

• Experience with AI-powered tooling for customer success
• Background in pricing strategy and commercial negotiations
• Experience building customer education programs

🎁 Benefits & Perks

• 🏖️ Unlimited PTO
• 💰 Competitive compensation including equity
• 🏥 Comprehensive health insurance
• 📚 Professional development budget
• 🌍 Global team culture

📨 Hiring Process

Estimated timeline: 3-5 weeks · AI estimate

1. 1Recruiter Phone Screen· 30 min
2. 2Hiring Manager Interview· 60 min
3. 3Leadership Panel Interview· 60 min