VP Client Success & Experience UK

Unstoppable starts with people. The future of payments is being built today, and at Paymentology, we are looking for people who want to help shape it. We power card issuing for leading banks, fintechs and digital brands across the globe, and as we continue to grow, we are looking for curious, ambitious people who thrive on solving complex challenges, embrace innovation and want to make a tangible impact at global scale. We're looking for a VP Client Success & Experience to lead and transform Paymentology’s global post-onboarding client organization, leading Customer Support and deveop the Client Success Operations into a unified function. You will partner with the Account Management teams and act as the key technical and product partner for our clients. This strategic leadership role is responsible for driving client outcomes, adoption, retention, operational excellence, and long-term partnership success across our global client base. You will build a proactive, data-driven, and AI-enabled client success model that combines human expertise, predictive intelligence, automation, and self-service capabilities to deliver exceptional client experiences at scale. If you're a transformational leader with deep experience in payments, fintech, banking infrastructure, or complex B2B technology environments, and you're passionate about leveraging AI and operational innovation to create measurable client value, this is an opportunity to shape how Paymentology is experienced by clients globally. What you get to do: Leadership & Client Success Strategy • Lead the global Client Success & Experience organization, unifying Customer Support and develop the Client Success Operations function. • Define and execute the future-state client success strategy, ensuring a seamless and consistent client experience across all touchpoints. • Build a proactive client engagement model focused on adoption, retention, operational excellence, and long-term partnership success. • Champion a culture of accountability, ownership, client-centricity, and continuous improvement. • Develop and mentor leaders across Client Success and Support functions. AI, Automation & Innovation • Build predictive client health and retention frameworks that identify risks and opportunities before they impact clients. • Leverage AI and data analytics to uncover adoption barriers, growth opportunities, and emerging client risks. • Implement AI-assisted support capabilities including intelligent case triage, knowledge retrieval, resolution recommendations, and workflow automation. • Drive the adoption of self-service capabilities that empower clients and reduce dependency on manual intervention. • Establish governance frameworks and performance measurement for AI-enabled client experience initiatives. Operational Excellence & Client Experience • Improve client experience through proactive engagement, operational transparency, and scalable support models. • Deliver real-time visibility into platform health, program performance, reporting, and operational insights. • Drive improvements in support responsiveness, issue ownership, escalation management, and resolution predictability. • Establish client health scoring frameworks and operational performance metrics. • Reduce manual effort through automation, intelligent workflows, and scalable service delivery models. Cross-Functional Collaboration • Partner closely with Product, Engineering, Implementations, Commercial, and Operations teams to improve client outcomes. • Translate client feedback, friction points, and operational challenges into actionable product and process improvements. • Drive executive-level visibility into client health, satisfaction, retention risks, and growth opportunities. • Ensure alignment between client success objectives and broader business strategy. Requirements: What it takes to succeed: • 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 commercial acumen with the ability to understand client business models and align operational performance with growth opportunities. • Excellent stakeholder management skills with the ability to influence and collaborate across executive leadership teams. • Data-driven decision-making capabilities with experience establishing and tracking meaningful client success and support metrics. • Strong communication, strategic planning, and organizational leadership skills. • Ability to thrive in complex, fast-paced, global environments while balancing strategic priorities with operational execution. Education & Experience: • Bachelor’s degree in Business, Technology, Computer Science, Engineering, or a related discipline preferred. • Extensive senior leadership experience in Customer Success, Customer Support, Client Operations, or related functions. • Experience within fintech, payments, issuer processing, banking infrastructure, financial services, or complex B2B technology environments. • Demonstrated success scaling global teams and driving measurable improvements in client satisfaction, retention, adoption, and operational performance. • Track record of implementing AI-enabled client experience strategies, automation initiatives, and scalable support models. • Experience working with executive stakeholders and leading cross-functional transformation programs within high-growth organizations. At Paymentology, we believe that making a difference starts with the people behind the work. You will be part of a diverse, global te