VP Client Success & Experience UK (Fintech)

Location: Europe, hybrid

Company

hirify.global provides card-issuing infrastructure for banks, fintechs, and digital brands worldwide.

What you will do

• Lead the global Client Success & Experience organization, unifying Customer Support and Client Success Operations.
• Define and execute a client success strategy focused on adoption, retention, operational excellence, and long-term partnerships.
• Build predictive client health and retention frameworks using AI, data analytics, automation, and self-service capabilities.
• Improve support responsiveness, escalation management, resolution predictability, and operational transparency.
• Partner with Product, Engineering, Implementations, Commercial, and Operations teams to turn client feedback into product and process improvements.
• Develop leaders, establish performance metrics, and provide executive visibility into client health, satisfaction, risks, and growth opportunities.

Requirements

• Extensive senior leadership experience in Client Success, Customer Support, Technical Account Management, or Client Operations.
• Experience managing global teams and leading large-scale transformation initiatives.
• Deep understanding of client lifecycle management, customer success methodologies, and operational excellence.
• Experience with AI, automation, predictive analytics, self-service technologies, and scalable support models.
• Strong commercial acumen, stakeholder management, communication, strategic planning, and data-driven decision-making skills.
• Experience in fintech, payments, issuer processing, banking infrastructure, financial services, or complex B2B technology environments; a relevant bachelor's degree is preferred.

Culture & Benefits

• Work with a diverse, global team across markets and functions.
• Contribute to advancing payments through globally impactful work.
• Inclusive workplace committed to equal opportunity and non-discrimination.