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Ondato

Head of Customer Success

Ondato
Vilnius, Vilniaus, Lithuania
DirectorFull-timeOn-site
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About this role

Head of Customer Success

Ondato Vilnius, Vilniaus, Lithuania
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Head of Customer Success

Ondato Vilnius, Vilniaus, Lithuania
4 weeks ago 165 applicants

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Ondato is a leading provider of identity verification, compliance, and KYC solutions, helping businesses streamline onboarding processes and stay ahead in a rapidly evolving regulatory landscape.  

We're looking for The Head of Customer Success who will take ownership of the full post-sales function - combining leadership, strategic customer management, and hands-on execution in a fast-paced scale-up environment. 

 

What You’ll Do 

  • Own and lead the entire post-sales customer lifecycle, from onboarding and adoption to renewals and expansion; 
  • Manage and develop Customer Success and Customer Support functions, ensuring a high-quality client experience across all touchpoints; 
  • Build scalable Customer Success processes, engagement frameworks, KPIs, and operational playbooks suitable for a growing RegTech business; 
  • Act as a senior escalation point for strategic and enterprise-level clients operating in regulated industries; 
  • Develop strong relationships with FinTech, payments, banking, and compliance-focused customers across international markets; 
  • Drive retention, expansion revenue, NRR, customer health, and long-term account growth initiatives; 
  • Identify upsell and cross-sell opportunities together with Sales and Commercial teams; 
  • Work closely with Product, Compliance, and Technical teams to ensure customer feedback directly influences platform improvements and roadmap priorities; 
  • Monitor customer engagement, onboarding quality, adoption metrics, and churn risks using CRM and customer health data; 
  • Deliver actionable customer insights and strategic recommendations to executive leadership. 

 

What We're Looking For 

  • Proven leadership experience managing Customer Success, Customer Support, Account Management, or Client Success teams within B2B SaaS environments; 
  • Strong preference for candidates who have led both Customer Success and Customer Support functions; 
  • Experience working with FinTech, RegTech, payments, KYC/KYB/AML, fraud prevention, or other compliance-focused products; 
  • Strong background in customer retention, renewals, expansion revenue, and enterprise client relationship management; 
  • Hands-on leadership style with the ability to combine strategic thinking and operational execution in a scale-up environment; 
  • Strong ownership mindset with high personal accountability and full engagement in team and customer outcomes; 
  • Comfortable working cross-functionally with Product, Sales, Compliance, and technical stakeholders; 
  • Analytical and data-driven approach with experience using CRM systems, customer health reporting, and operational KPIs; 
  • Excellent communication and stakeholder management skills in international B2B environments. 

 

What we offer 

  • High-impact leadership role with direct influence on retention, customer growth, and operational strategy; 
  • Monthly salary from 5000-7000 EUR gross; 
  • A hybrid working model to support flexibility and a healthy work-life balance;  
  • Private health insurance to give you peace of mind for all your health needs;  
  • An extra paid day off every month to help you recharge;  
  • One-off financial support for significant personal life events;  
  • Company-wide and team events that bring everyone together. 

 

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  • Seniority level

    Director

  • Employment type

    Full-time

  • Industries

    IT Services and IT Consulting

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