Job Description

The client is a fast-growing RegTech company building advanced KYC, KYB, AML, and digital identity verification solutions for highly regulated industries worldwide. Their platform helps FinTechs, financial institutions, iGaming companies, and other regulated businesses automate onboarding, compliance, and customer lifecycle management across more than 190 countries.

As the company continues scaling internationally, customer retention, client expansion, and operational excellence have become key strategic priorities. The Head of Customer Success will take ownership of the full post-sales function - combining leadership, strategic customer management, and hands-on execution in a fast-paced scale-up environment.

This is not a purely managerial role. The team is still relatively lean, so the successful candidate will actively work with enterprise clients, drive operational improvements, support escalations, and build scalable Customer Success processes alongside the wider commercial and product teams.

🔍 Responsibilities:

• Own and lead the entire post-sales customer lifecycle, from onboarding and adoption to renewals and expansion;

• Manage and develop Customer Success and Customer Support functions, ensuring a high-quality client experience across all touchpoints;

• Build scalable Customer Success processes, engagement frameworks, KPIs, and operational playbooks suitable for a growing RegTech business;

• Act as a senior escalation point for strategic and enterprise-level clients operating in regulated industries;

• Develop strong relationships with FinTech, payments, banking, and compliance-focused customers across international markets;

• Drive retention, expansion revenue, NRR, customer health, and long-term account growth initiatives;

• Identify upsell and cross-sell opportunities together with Sales and Commercial teams;

• Work closely with Product, Compliance, and Technical teams to ensure customer feedback directly influences platform improvements and roadmap priorities;

• Monitor customer engagement, onboarding quality, adoption metrics, and churn risks using CRM and customer health data;

• Deliver actionable customer insights and strategic recommendations to executive leadership.

🎓 Requirements:

• Proven leadership experience managing Customer Success, Customer Support, Account Management, or Client Success teams within B2B SaaS environments;

• Strong preference for candidates who have led both Customer Success and Customer Support functions;

• Experience working with FinTech, RegTech, payments, KYC/KYB/AML, fraud prevention, or other compliance-focused products;

• Strong background in customer retention, renewals, expansion revenue, and enterprise client relationship management;

• Hands-on leadership style with the ability to combine strategic thinking and operational execution in a scale-up environment;

• Strong ownership mindset with high personal accountability and full engagement in team and customer outcomes;

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

• Analytical and data-driven approach with experience using CRM systems, customer health reporting, and operational KPIs;

• Excellent communication and stakeholder management skills in international B2B environments.

✨ The Employer Offers:

• Opportunity to shape and scale Customer Success within one of the fastest-growing RegTech companies in the region;

• High-impact leadership role with direct influence on retention, customer growth, and operational strategy;

• Exposure to global FinTech, payments, digital identity, and compliance markets;

• Collaborative international environment with strong product and technology focus;

• Hybrid work model with flexibility and autonomy;

• Competitive compensation package with performance-based incentives tied to customer growth and retention outcomes;

• Strong ownership culture where decisions move quickly and ideas are implemented fast;

• Career growth opportunities as the company continues international expansion.

If you are excited by high-growth SaaS environments, enjoy building scalable Customer Success operations, and want to work at the intersection of FinTech, compliance, and digital identity, let’s talk!