Head of Client Services / Relationship Management / Customer Success – Banking My global FinTech client, based in London, is looking for a permanent Head of Customer Success / Head of Client Support. Hybrid working, 3 days in the London office, paying £80,000 - £100,000 + bonus + bens. We are looking for a Head of Customer Success to lead and grow a team of Client and Business Support Analysts, overseeing client engagement, onboarding, and ongoing support for transaction data services. This role combines strong leadership with operational ownership, ensuring high-quality service delivery while driving process improvements and fostering a collaborative, client-focused culture. The ideal candidate is a clear communicator with strong analytical and problem-solving skills, confident working with clients and senior stakeholders, and able to bring structure and discipline while remaining hands‑on when needed. Essential Qualifications

Head of Customer Success Head of Customer Relationships Head of Client Success Head of Client Relationships Head of Client Services Head of Customer services Head of Relationship Management Proven experience leading client‑facing support teams Strong knowledge of financial markets and data‑driven/technical products Experience with ticketing systems (e.g. Zendesk, Salesforce, JIRA, ServiceDesk) High technical proficiency with data platforms and tools Excellent communication and stakeholder management skills Strong analytical and problem‑solving abilities

Responsibilities

Lead and develop a London‑based team of Client & Business Support Analysts Own the end‑to‑end client lifecycle: onboarding, engagement, and ongoing support Drive a high‑performance, client‑centric culture focused on accountability and continuous improvement Act as the key interface between Client Support and internal teams (Product, Engineering, Sales) Oversee and optimise onboarding processes to ensure a seamless client experience Manage operational processes including ticketing, documentation, KPIs, and reporting Analyse client feedback and trends to influence product and service improvements Collaborate with offshore L1 support to ensure smooth escalations and consistent standards Provide hands‑on leadership while implementing structure, clarity, and operational discipline

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