About UsCapsa AI is an operating system that aggregates, structures, and generates insights from company and market data for Private Equity (PE) funds. Founded in December 2023, we're already serving top-tier PE funds managing over 40 billion across the US, UK, and Europe. We've raised 1.8 million from Tier-1 VCs and leading PE angels, with our vision to become the leading AI platform for private capital funds.Scroll down for a complete overview of what this job will require Are you the right candidate for this opportunityOur founding team has deep domain expertise in PE and AI. Our CEO, Danyal, has spent most of his career in PE and Investment Banking at blue-chip financial institutions such as AEA Investors, Citigroup, and Deutsche Bank. Our CTO, Callum, is an expert in Machine Learning and AI, having worked at leading defence companies like QinetiQ, and retail tech startups such as Standard AI.The RoleWe seek a Head of Customer Success to drive adoption and revenue growth through exceptional client experiences. You'll guide both paying clients and trial users, playing a crucial role in converting trials to clients. Working with sophisticated private equity clients, you'll ensure they achieve measurable business impact from our platform throughout their entire journey with Capsa.Youll report directly to the CEO and be the strategic owner of Customer Success. Youll shape our post-sale function from the ground up and influence hiring as we grow.This role requires a blend of strategic thinking, commercial focus, and execution. Youll be a key player in defining our playbooks, building scalable systems, and eventually growing the team beneath you.Location: London, UK (Hybrid, in-person 4 days per week)Experience Required: 5+ years in B2B SaaS Customer Success, Onboarding, or a similar client-facing roleRemuneration: 75-85k + Generous ESOPVisa:We dont sponsor visas yet. You must have the right to work in the UKKey ResponsibilitiesMaximise trial-to-paid conversion: Guide clients to early wins & conversionsEnsure long-term success: Drive engagement, increase usage, maintain retention and expand accountsEngage in commercial discussions: Support negotiations and ensure smooth trial-to-paid transitionsDefine the CS playbook from scratch: Own client journey processes across onboarding, adoption, and QBRsWork closely with the CEO and Founders Associate to build toward a CS functionCollaborate with Sales & Product: Bridge clients needs with internal teamsAct as a trusted advisor: Build relationships by understanding clients' needsRequirements5+ years in Customer Success or Account Management, ideally in high-touch B2B SaaSClient Management: Experience with complex clients, ideally in fintech, data/analytics, or enterprise SaaSCommercial Focus: Track record of driving expansions via renewals & negotiationsCommunication: Confidently engage with C-suite and investment professionalsProject Management: Coordinate multiple client trials while implementing standardised proceduresAnalytical Thinking: Analyse usage for key insights to drive informed actionsA strong sense of ownership and eagerness to build processes, not just follow themExcited by fast-paced startup environments with ambiguity and high responsibilityNice To HavesFinancial experience (PE, VC or financial services clients)Background in investment banking, consulting, fintech, or enterprise salesFamiliarity with key CS KPIs (trial-to-paid conversion, Net Revenue Retention, NPS)Ability to explain AI/data-driven products to non-technical usersOur PhilosophySmall, talented team focusing on moving quickly with no unnecessary meetingsKeeping things simple by solving real problems with AIClient obsession staying close to build products they loveBenefitsPrivate healthcare insuranceOne month per year remote workingBudget for setting up your home office
Job Title
Head of Customer Success