Head of Customer Success

Join to apply for the Head of Customer Success role at SurePay.Location: Hybrid from Utrecht | FinTech SaaS | European Market FocusWe're the people behind IBAN-Name Check. The green check mark in your banking app confirms your payment is going to the right person. Trusted by 200+ banks and 300+ corporates across Europe, we've processed over 10 billion checks and we're just getting started.With a new investor on board, Customer Success is shifting from a supportive function to a core revenue driver. As we scale across Europe and evolve from start-up to scale-up, we're looking for a transformational leader to take our high-performing Customer Success team to the next level.The OpportunityAs Head of Customer Success, you'll lead the strategy, structure, and success of our CSM function ensuring our clients stay, grow, and love working with us. You'll lead from the front, managing and mentoring a talented team of CSMs while staying hands-on with a small portfolio of key customers. You'll bring operational excellence, commercial thinking, and a deep understanding of what it takes to scale a CS function in a fast-growing B2B tech company.What you'll doStrategic ResponsibilitiesDefine and implement the CS vision, aligned with business goals (ARR growth, NRR, GRR, churn reduction).Shape and scale the CS function (structure, tooling, playbooks, segmentation, and reporting).Drive transformation from an operational to a revenue-oriented CS culture.Act as a mentor and multiplier for a highly autonomous team unlocking performance, confidence, and clarity.Collaborate cross-functionally with Product, Sales, Support, and Marketing to advocate for the customer.Operational ResponsibilitiesLead, coach, and develop the CS team (currently 4+ years experience).Own team hiring, performance management, and strategic enablement.Report directly to our Chief Revenue Officer.Oversee onboarding and adoption journeys across all customer segments.Monitor customer health and proactively mitigate churn risks.Build and scale frameworks for renewals, expansions, and upsells.Be the escalation point for strategic accounts.Personally own a small number of high-impact customers to lead by example.Serve as executive sponsor for key Tier 2 banks across Belgium and other strategic regions.Understand their priorities (compliance, innovation, integration) and guide their success.Build deep, multi-level relationships internally and externally to drive customer impact.What we're looking forMinimum 5 years leading CSM teams in SaaS, FinTech, or payments with a track record of driving results.Proven experience scaling CS in a start-up/scale-up environment.Comfortable balancing commercial and operational leadership.Strong understanding of enterprise customer needs, especially banks and regulated entities.You've led through change and know how to bring people with you.Fluency in English + one other European language (French, German, or Spanish preferred).Strategic thinker with hands-on mentality. You ask questions, seek truth, and push forward.Metrics That MatterYou'll be focused on moving the needle on:Net Revenue Retention (NRR)Growth Revenue Retention (GRR)Churn RateTime to Value (TTV)CSAT and NPSCustomer Lifetime Value (CLTV)What you'll getPerformance-based incentive8% holiday allowance + 8% benefits budget25 holidays + hybrid working setupMacBook Pro, iPhone, and everything else you needNS Business Card & travel costs coveredPension planA values-led team with a great culture, low churn, and strong collaborationRoom to grow. Potential next steps: VP of Customer Success, CCO, COO, GMReady to lead the next chapter of Customer Success at SurePay?We're not looking for someone to maintain what's already here, we're looking for someone to build what's next. If you're an experienced CS leader ready to step into a high-impact role, make a strategic mark, and grow with us...we'd love to hear from you.Apply now or reach out to chat.DetailsSeniority level: DirectorEmployment type: Full-timeJob function: Customer Service, Business Development, and Strategy/PlanningIndustries: Financial Services and Software Development#J-18808-Ljbffr