Head Of Customer Success

ROLE OVERVIEW:

The Head of Customer Success is responsible for ensuring FinOS’s enterprise customers and partners effectively adopt and maximize the value of our fintech solutions — including eKYC, Document OCR, eSignature, eCreditScore, Micro-Lending, Micro-Investment, and Micro-Insurance.

This role focuses on maintaining a high level of customer satisfaction, driving renewals, and expanding partnership opportunities, while establishing a scalable Customer Success framework across FinOS’s ecosystem.

KEY RESPONSIBILITIES:

Customer Relationship & Project Delivery:

• Act as the primary contact for customers throughout pre-sales, onboarding, and post-sales stages.
• Understand and analyze business requirements; coordinate with internal teams (Product Owners, Engineers, QA, etc.) to design and deliver tailored solutions.
• Monitor project implementation progress, ensuring service quality and adherence to SLA/KPI commitments.
• Organize user training, onboarding sessions, and operational support for clients.

Customer Retention & Growth:

• Track customer health metrics and proactively propose improvement initiatives (upselling, cross-selling, optimization).
• Gather user feedback and collaborate with Product and Engineering teams to enhance user experience.
• Conduct customer satisfaction and loyalty surveys (CSAT, NPS) and lead initiatives to increase engagement.
• Build long-term partnership strategies with key enterprise clients.
• Monitor service usage and proactively propose improvements to enhance customer value (upsell, cross-sell).

Internal Operation & Reporting:

• Manage customer portfolio and key performance indicators (adoption rate, churn rate, renewal rate).
• Prepare regular reports on project performance, issue tracking, and customer insights.
• Collaborate with senior leadership to define policies that enhance the Customer Success framework and service standards.
• Lead and coach the Customer Success team, ensuring alignment with company vision and operational excellence.

• Bachelor’s degree in Business Administration, Economics, or Information Technology.
• Minimum 5–8 years of experience in Customer Success, Account Management, or Business Development, including at least 7 years in a leadership role.
• Proven experience in Fintech, Banking, SaaS, or B2B technology environments.
• Strong understanding of enterprise customer lifecycle and service delivery models.
• Excellent communication, presentation, and negotiation skills.
• Strong project management and cross-functional collaboration capabilities.
• Analytical thinking with ability to interpret customer usage data and metrics.
• Experience using CRM and workflow management tools (e.g., Jira, HubSpot, Salesforce).
• Fluent English communication.
• Proactive, result-oriented, and customer-centric mindset.
• Strategic and solution-driven approach with continuous improvement spirit.
• Strong interpersonal skills and ability to manage high-value relationships.
• Leadership, adaptability, and resilience in a fast-paced environment.

• Competitive salary package (Base salary and performance bonuses).
• Probation period salary is 100% of the official salary.
• Comprehensive health and accident insurance.
• 15 days of annual leave, 3 remote work days per month.
• Provision of work equipment (Macbook/ Laptop, mouse, monitor, etc.).
• A creative and modern working environment.