Leadership & Team Development

• Lead and manage a Customer Success team of specialists (including Customer Success Managers and Support Analysts), helping them own shared responsibilities across the entire customer lifecycle.
• Provide strategic leadership and day-to-day coaching, ensuring clarity of roles, career development, and empowerment to drive results.
• Establish scalable ways of working that balance onboarding delivery, customer support, relationship management, retention, and expansion activities.

Revenue Ownership & Customer Growth

• Own NRR performance: drive renewals, upsells, cross-sells, and churn reduction.
• Build structured approaches to health scoring, renewal planning, expansion pipelines, and risk mitigation to improve predictability and growth outcomes.
• Support the team as needed with new customer revenue generation by ensuring strong handovers and readiness for implementation.

Customer Value & Relationships

• Act as a strategic partner and escalation point for key customers, particularly where compliance, regulatory outcomes, and operational impact matter most.
• Ensure customers derive real, measurable value from Salv’s platform and solutions, aligning outcomes with their compliance, risk, and business goals.

Onboarding & Delivery Excellence

• Oversee onboarding and implementation practices to ensure a smooth, efficient, and high-impact path to value for new customers.
• Continuously improve onboarding processes and playbooks to reduce time to value and improve customer experience.

Contracts, Compliance & Collaboration

• Partner closely with Legal on renewals, contract amendments, compliance requirements, and service commitments.
• Collaborate with Sales, Product, Engineering, and Marketing to align Customer Success strategies with broader company goals and product direction.

Operational Efficiency & Metrics

• Lead resource planning and capacity management to ensure effective utilization of the Customer Success team.
• Define and track key success metrics including retention rates, churn, NRR, CSAT, LTV, onboarding efficiency, and support responsiveness.
• Use data-driven insights to refine processes, improve outcomes, and scale operations.
• Own the tools used in Customer Success and internal process pages

Customer Advocacy & Continuous Improvement

• Champion the voice of the customer across Salv by gathering actionable feedback and driving improvements in products, services, and processes.
• Stay current with industry trends in RegTech, compliance, AML, and customer success best practices, driving innovation internally.

• Experienced leader in Customer Success or related functions in B2B SaaS, with a track record of ownership for retention and growth outcomes.
• Comfortable working with cross-functional teams, driving clarity and accountability in shared responsibilities.
• Strong relationship builder with customers and internal stakeholders alike, especially with compliance-focused enterprises.
• Proactive, analytical, and operationally rigorous — able to scale a function and improve processes as the business grows.
• Passionate about Salv’s mission to fight financial crime and help compliance teams work more effectively.
• Preferably have experience on compliance

Within the First 3–6 Months

• Take full ownership of Customer Success performance, team execution, and customer outcomes.
• Build a clear, fact-based understanding of customer health, retention risks, revenue performance, and operational effectiveness.
• Establish credibility and trust with the Customer Success team, key customers, and cross-functional stakeholders.
• Ensure continuity and stability for customers during the leadership transition.

Within 12 Months

• Demonstrate measurable improvement in post-sale Net Recurring Revenue (NRR), retention, and customer satisfaction compared to the previous period.
• Improve predictability and reliability of Customer Success outcomes through clear ownership, prioritisation, and execution.
• Build a Customer Success operating model that scales with Salv’s growth while balancing customer experience, team capacity, and profitability.
• Position Customer Success as a trusted, accountable, and value-driving function within Salv.

• Application submission
• Screening interview(30min)
• Case study
• Case study workshop with team members
• Lunch with 1-3 team members
• Founder interview(30-60min)