Head of Customer Success

Help Shape the Future of AI in Financial Services Aveni is redefining how financial institutions use AI. We build real, production-ready agentic systems that reshape how banks, advisers and financial services firms operate, replacing fragmented processes with intelligent, end-to-end workflows. We've been recognised as Fintech of the Year for two consecutive years and awarded Best Specialist Technology Service at the Professional Adviser Awards 2025. Backed by leading investors and commercially supported by major financial institutions, we're scaling quickly as adoption of AI in financial services accelerates. Our platform helps some of the UK's largest financial institutions deploy AI safely within FCA-regulated environments, powering everything from compliance monitoring to AI-driven adviser guidance. The Opportunity We're looking for an experienced Head of Customer Success to lead and grow our Customer Success team as we scale. At Aveni, we want customers who don't stay with us because switching is a hassle, we want them staying because the experience we give them is genuinely worth it, and recommending us because of it. This role carries real weight in making that true, and it calls for ambition and energy, not just steady management. In this role, you'll build a high-performing team and a scalable operating model that ensures customers consistently realise measurable value from Aveni's AI platform. Working closely with Sales, Product, Implementation and Support, you'll own customer retention, customer health and long-term value creation while acting as the executive voice of the customer across the business — setting the standard for what an exceptional Aveni customer experience feels like, and holding the rest of the company to it What You'll Do Lead and develop a high-performing Customer Success team, creating a culture of accountability, coaching and continuous improvement — including a structured coaching and mentoring programme that helps CSMs grow in confidence and capability as the team scales. Own the Customer Success operating model, customer lifecycle and engagement framework, including how we segment and serve customers across different verticals and account sizes. Working closely with Implementation and Enablement teams to ensure the handover of responsibilities between teams is clear, avoiding unnecessary overlap. Ensure customers achieve measurable business outcomes and maximise value from Aveni's platform, with a consistently excellent standard of service regardless of customer size or tier. Lead and embed a customer insight strategy, enabling Aveni to understand the heartbeat of our customers, and use that to deliver the best customer experience and outcome. Act as Executive Sponsor for customer relationships, supporting the team through complex customer situations and executive engagement. Own Customer Success performance across Gross Revenue Retention (GRR), Net Revenue Retention (NRR), customer health and customer satisfaction. Partner closely with Sales to support renewals, customer growth and strategic account planning. Collaborate with Product, Implementation and Support to deliver a seamless end-to-end customer experience, including leading the customer-facing response during service incidents. Champion the Voice of the Customer, ensuring customer insight informs product development, service improvements and business strategy. Build scalable processes, reporting and AI-enabled customer intelligence — using product usage and outcome data, not manual tracking, to drive prioritisation and continuous improvement. What You'll Bring Essential Significant leadership experience within Customer Success, Strategic Account Management or Client Services. A proven track record of improving customer retention, renewals, expansion and customer satisfaction. Experience building, scaling or transforming Customer Success functions within a SaaS, AI or technology business. Experience leading enterprise customer relationships and supporting executive-level engagement. Strong leadership, coaching and stakeholder management skills. Commercial acumen with experience managing forecasting, customer health and revenue retention. A data-driven approach to decision making with experience using CRM and Customer Success platforms. A proactive, customer-centric mindset with a passion for helping customers succeed. Nice to Have Experience within AI, compliance or regulated technology. Experience working with Financial Services organisations. Experience implementing Customer Success tooling, health frameworks or AI-enabled customer intelligence. Experience building customer advocacy programmes or executive customer communities. Why Join Aveni? You'll lead one of the most important functions in the business, helping define how enterprise organisations successfully adopt AI within highly regulated environments. As our Head of Customer Success, you'll shape the customer experience from onboarding through to long-term partnership, ensuring our customers realise measurable value while influencing product direction, commercial strategy and the future evolution of our platform. You'll have the opportunity to build and scale a modern Customer Success organisation, leveraging data, automation and AI to create an exceptional customer experience at a pivotal stage of Aveni's growth. Benefits at Aveni Remote-first working across the UK. Company-wide offsites and regular in-person gatherings. Work abroad policy. Optional Personal Development Plan. Flexible benefits platform, allowing you to choose the benefits that matter most to you. Life insurance, income protection, critical illness cover and pension, with up to 5% matched employer contribution. Private health and dental care. Join Us At Aveni, we believe diversity drives innovation. We've built our business to ensure an inclusive workplace where everyone feels valued and empowered to contribute their best work. If you're passionate about building world-class customer organisations and helping shape the future of AI in financial services, we'd love to hear from you. Even if you don't meet 100% of the requirements, we'd still encourage you to apply if you believe you'd be a great fit.