Customer Success Strategy Develop and execute the UK Customer Success strategy aligned with company goals. Own the customer journey from onboarding to renewal, ensuring seamless and industry leading experience. Define and monitor success such as CSAT, SL300 and AHT. Work proactively to embed Consumer Duty considerations into all customer success initiatives and performance metrics. Team Leadership & Coaching Lead and develop a high-performing Customer Success team. Provide coaching, performance feedback, and career development opportunities. Establish scalable processes to ensure quality support and proactive account management. Customer Advocacy Lead by example, assisting the team operationally across all inbound contact channels. Build deep, trusted relationships with high-value clients. Proactively manage risk and identify upsell / cross-sell opportunities Act as a point of escalation for complex customer issues and work cross-functionally to resolve them. Establish clear processes for identifying, logging, and triaging customer complaints in accordance with FCA guidelines (DISP rules). Cross-Functional Collaboration Partner with Product, Sales, Operations, and Compliance teams to relay customer insights and drive product / service improvements. Collaborate with Marketing to develop case studies and testimonials from successful customers. Operational Insight Analyse customer data to uncover trends and opportunities. SQL knowledge is a bonus. Report regularly on team performance and customer health to leadership. Influence customer lifecycle improvements and self-service initiatives. Regulatory Reporting & Record Keeping Ensure accurate and complete record-keeping of all customer interactions, complaints, and resolutions, in line with regulatory requirements. Contribute to regular internal and external reporting on consumer duty compliance and complaints data.