VP Client Success & Experience UK

Paymentology
London
Workplace: HybridContractFunction: Customer Success & Account ManagementEducation: bachelorsSkills: ["Leadership","Stakeholder management","Communication","Strategic planning","Organizational leadership","Data-driven decision-making"]

Lead and transform the global post-onboarding client organization by unifying Customer Support and developing Client Success Operations. Own client outcomes across adoption, retention, operational excellence, and long-term partnership success. Build a proactive, data-driven, AI-enabled client success model that uses predictive health frameworks, intelligent case triage, and self-service to reduce manual effort. Partner cross-functionally with Product, Engineering, Implementations, Commercial, and Operations to turn client feedback into measurable improvements.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Paymentology
Paymentology
1 day ago

VP Client Success & Experience UK

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 21 hours agoStatus: Live

Job Summary

Lead and transform the global post-onboarding client organization by unifying Customer Support and developing Client Success Operations. Own client outcomes across adoption, retention, operational excellence, and long-term partnership success. Build a proactive, data-driven, AI-enabled client success model that uses predictive health frameworks, intelligent case triage, and self-service to reduce manual effort. Partner cross-functionally with Product, Engineering, Implementations, Commercial, and Operations to turn client feedback into measurable improvements.
Location: London
Workplace: Hybrid
Employment Type: Contract
Job Function: Customer Success & Account Management
Seniority: Sr. Director level

Key Responsibilities

  • •Lead the global Client Success & Experience organization, unifying Customer Support and developing Client Success Operations.
  • •Define and execute the future-state client success strategy to ensure a seamless and consistent client experience across touchpoints.
  • •Build predictive client health and retention frameworks to identify risks and opportunities before they impact clients.
  • •Implement AI-assisted support capabilities (intelligent case triage, knowledge retrieval, resolution recommendations, workflow automation) and drive adoption of self-service.
  • •Partner with Product, Engineering, Implementations, Commercial, and Operations to translate client feedback and operational challenges into actionable improvements, and provide executive visibility into client health and retention risks.

Key Requirements

  • •Strong leadership experience managing global Client Success, Technical Account Management, Customer Support, or Client Operations teams.
  • •Deep understanding of client lifecycle management, customer success methodologies, and operational excellence frameworks.
  • •Proven ability to lead large-scale transformation initiatives and build high-performing global organizations.
  • •Experience leveraging AI, automation, predictive analytics, and self-service technologies to improve client outcomes and operational efficiency.
  • •Strong stakeholder management and communication skills to influence and collaborate across executive leadership teams.
Experience:FintechPaymentsBanking infrastructureFinancial servicesB2B technology
Education:Bachelor's in Business, Technology, Computer Science, Engineering, or a related discipline
Skills:LeadershipStakeholder managementCommunicationStrategic planningOrganizational leadershipData-driven decision-making
Tech Stack:AIData analyticsPredictive analyticsAutomationSelf-serviceKnowledge retrieval

Company Brief

Paymentology
Provides cloud-based card issuing and payment processing infrastructure for banks, fintechs, and brands. The platform supports card programs, transaction processing, and lifecycle management across global payment networks.
Industry: Fintech Infrastructure
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Headquarters: London, United Kingdom
Founded: 2015
WebsiteLinkedIn