Overview/Summary

Quantios is a global leader in SaaS solutions for the Wealth, Trust, and Corporate Services (TCSP) industry. Focused on driving digital transformation, Quantios provides advanced technology that ensures seamless compliance and efficient administration. Our solutions empower businesses to streamline operations and focus on growth. The TCSP industry is undergoing rapid consolidation and increasing regulatory scrutiny, making data integrity more critical than ever. Quantios leverages AI, automation, and advanced technology to manage data with precision, supporting growth, compliance, and operational efficiency for over 600 clients globally. Join a team of 300+ professionals across 12 offices worldwide and be part of a company driving transformation in over 80 international jurisdictions, where your expertise will help shape the future of this fast-changing industry.

The Head of Customer Success will oversee and guide a team of Customer Success Managers and Service Managers who are responsible for delivering exceptional service to global customer base. They will lead a team that ensures customers maximize the value of Quantios software, resulting in high customer satisfaction, retention, and growth.

Job Description:

Lead, mentor and grow the Customer Success team, fostering a collaborative and high-performance environment.
Oversee the quality of service and ensure that CSMs and Service Managers are meeting or exceeding customer satisfaction and performance KPIs.
Responsible for measurement and tracking of customer sentiment
- Drive the team to identify and address potential risks, ensuring early intervention and remediation plans are implemented where necessary.
- Act as an escalation point for critical issues and ensure swift and effective resolutions.
- Monitor customer health, Net Promoter Scores (NPS), and Net Retention Rates (NRR) across the team and report progress to senior management
- Develop cross-functional action plans to remediate customer issues when required.
Ensure consistency in the approach of Customer Success, including by conducting regular reviews / audits of the accounts the team is responsible for.
Collaborate closely with the revenue team (Sales and Account Management) to align on account strategies, customer goals, and opportunities for expansion.
Promote commercial awareness within the team, ensuring that each member of the team is adept at identifying leads for additional software sales and professional services engagements.
Develop and manage team training programs to continuously improve performance, leveraging industry best practices like ITIL where appropriate.
Encourage customer-centric thinking within the team, Customer Success is the 'voice of the customer' internally at Quantios.
Drive efficiency in the delivery of Customer Success through automation, use of telemetry and adoption of AI.

Travel to offices and client sites globally may be required. 

Any other duties that may reasonably be required.

Job Requirements:

Proven experience in a leadership role within Customer Success preferably in a B2B Financial Services SaaS environment.
Strong knowledge of customer success strategies, relationship management, and service delivery.
Excellent communication and interpersonal skills with a customer-centric mindset.
Ability to lead, coach, and inspire a team with proven experience managing a global team
Analytical mindset, capable of interpreting customer data and translating it into actionable insights.
Demonstrated ability to handle escalated customer issues
Prior experience in the Trust and Corporate Services industry is advantageous, though not required.
Familiarity with industry standards such as ITIL, and experience reviewing contracts and managing commercial opportunities.
Willingness to travel occasionally and work outside standard office hours to meet the needs of global customers.