Head of Customer Success

Corlytics provides smart regulatory compliance and risk solutions to the Financial Services industry to help them track, monitor, and manage complex risks related to regulatory activities worldwide. The tools and underlying platform are built by multi-disciplinary teams including legal, banking, and technology specialists. The Company is growing rapidly and is undertaking enterprise deployments at global scale.

About the role

We are seeking an experienced and strategic Head of Customer Success to lead our global Customer Success function and drive client retention, value realisation, and growth for Corlytics.

Reporting to the COO and working closely with the senior leadership team, you will own the end-to-end Customer Success strategy across our global client base. You will lead a team responsible for managing large, complex accounts and ensuring clients achieve measurable outcomes from their investment in Corlytics solutions.

As Head of Customer Success, you will be accountable for retention, renewals, and adoption, while acting as a senior voice of the customer internally. You will bring strong leadership, commercial acumen, and a client-first mindset, with the ability to influence across Product, Sales, Professional Services, and Support teams.

This role requires extensive cross-functional collaboration, strong influencing skills, and a strategic mindset. You will play a key role in scaling the Customer Success function and embedding a consistent, high-quality client experience globally. 

Responsibilities

Customer Success Strategy & Leadership

· Define and execute the global Customer Success strategy aligned to company growth and retention objectives
· Build, lead, and develop a high-performing distributed Customer Success team
· Embed a structured coaching model and performance management discipline to continuously elevate team capability, client engagement quality, through systematic capability development aligned to best practices.
· Establish clear KPIs (e.g. GRR, client health, adoption) and drive performance against targets
· Provide leadership and direction to ensure consistent, scalable delivery of Customer Success across all client segments

Client Value Realisation & Retention

· Own end-to-end client outcomes, ensuring successful adoption and ongoing utilisation of the Corlytics platform
· Lead the global retention and renewal strategy for key accounts
· Support and lead complex renewal and commercial negotiations
· Develop and oversee execution of strategic account plans
· Build senior stakeholder relationships and act as executive sponsor for key clients

Cross-Functional Leadership

· Act as the voice of the customer internally, ensuring client needs and feedback are reflected across the organisation
· Collaborate with Product, Professional Services, and Support teams to deliver a seamless client experience
· Influence product roadmap and innovation through structured client insights
· Drive alignment across teams to ensure delivery against client expectations
· Develop a structured customer advocacy programme, converting satisfied clients into referenceable advocates (e.g., case studies, testimonials) to strengthen brand credibility and support sales and expansion efforts

Customer Experience & Operational Excellence

· Define and implement scalable Customer Success processes, playbooks, and lifecycle management approaches
· Oversee client health tracking, reporting, and CRM accuracy
· Ensure consistent, high-quality client engagement across all touchpoints
· Drive continuous improvement through data-led insights and operational discipline
· Leverage AI and automation to enhance customer insights, predict risk and opportunity, and enable more proactive, personalised, and scalable client engagement
· Track and report advocacy impact (e.g., reference usage in deals, contribution to pipeline/NRR, brand amplification), linking customer experience directly to commercial outcomes

Requirements

· Bachelor's degree
· 10+ years of experience in financial services and technology, with significant leadership experience in Customer Success or account management
· Proven track record in owning retention, renewals, and expansion revenue in enterprise environments
· Strong understanding of cloud computing technologies, and enterprise SaaS delivery models.
· Demonstrated experience building and leading high-performing teams, with a focus on driving employee engagement and retention (e.g. improving eNPS)
· Strong commercial acumen with experience managing large, complex client relationships
· Proven ability to manage multiple priorities and deliver measurable outcomes

About you:

· A strategic, client-first leader who champions customer outcomes and embeds long-term value realisation across the full customer lifecycle
· A strong people leader with a track record of building, scaling, and developing high-performing Customer Success teams, with a focus on engagement and retention (e.g. improving eNPS)
· Highly collaborative, with the ability to align cross-functional teams (Product, Professional Services, Support) around a unified customer strategy and measurable outcomes
· Comfortable operating in a fast-paced, high-growth SaaS environment, bringing structure, prioritisation, and clarity amidst change
· Commercially astute and results-driven, with a proven focus on driving retention and expansion (NRR), while improving customer satisfaction (CSAT) through consistent, high-quality engagement
· Data-driven in decision-making, using leading and lagging indicators (eNPS, CSAT, NRR) to continuously optimise performance and customer outcomes
· Forward-looking, with experience embedding AI and automation into Customer Success workflows to improve scalability, insight generation, and proactive customer engagement

If this sounds like you, we’d love to hear from you!

Benefits

· Competitive salary and benefits package.
· Opportunity to work with cutting-edge technologies.
· Chance to make a significant impact on the company's growth.
· Collaborative and supportive work environment.
· Professional development opportunities.
· Hybrid working and a flexible working environment

Equal Opportunity Employer: 

At Corlytics, we’re committed to building a diverse and inclusive team. We welcome applications from people of all backgrounds, experiences and perspectives.
We do not discriminate on the basis of race, colour, religion, gender, sexual orientation, gender identity, national origin, disability, or any other legally protected status.
If you need any adjustments during the recruitment process, please let us know.
We encourage all qualified individuals to apply.