Head of Customer Success

About the role

Rhino.fi is hiring a Head of Customer Success to manage our rapidly growing client base and lead the Customer Success function — both a player and a coach.

Rhino.fi powers some of the fastest-growing Web 3 and Web 2.5 companies, who operate globally and trust us with an essential part of their stack: stablecoin deposits. To them, Rhino.fi is not just a supplier; we are a key growth partner.

This is a proactive role where you obsess over each client’s roadmap, pains and opportunities. Your job is to keep them happy, meet their needs, and be their internal champion for new innovation & product growth.

You own growth and upsell opportunities from the post-deal stage through contract renewals and beyond - a high-impact, externally facing role responsible for a key part of rhino.fi’s growth engine.

You and your team are also the first line of response/defence for any technical & operational questions from clients.

Responsibilities

Client Relationship Ownership

• Own a portfolio of strategic B2B clients across fintechs, payments, stablecoins and crypto platforms, acting as their primary commercial point of contact.

• Build deep, multi-threaded relationships with key stakeholders (product, ops, compliance, leadership) to position rhino.fi as a trusted long-term partner.

• Manage and own the onboarding experience and go-live for new accounts, partnering cross-functionally to de-risk integrations from day one.

• Manage account health proactively, identifying early signals of churn or dissatisfaction and driving corrective action.

• Run regular business reviews and strategic check-ins to assess performance, surface risks, and align on joint growth plans.

Function Lead

• Build and expand the Customer Success team over the coming months to enable 24/7 global coverage, as well as both pre-integration support and post-integration support

• You will specify the shape & growth of the function, for example you may want to hire architects or more technical roles into your team.

Technical Triage and Support

• Own all inbound client queries end-to-end: building deep technical knowledge of rhino.fi‘s API, integrations and stablecoin mechanics to resolve the vast majority independently.

• Handle client migrations, upgrades and time-sensitive operational requests (liquidity adjustments, constraint changes during volatility) with speed and precision.

• Own production incidents from detection to resolution including client communication, incident reports, post-incident health assessment and any long-term relationship impact. This role includes out-of-hours on-call requirements.

Revenue Growth and Expansion

• Build and execute account plans driving revenue expansion through upsell, cross-sell, volume growth and new use case adoption.

• Own renewals and commercial negotiations in collaboration with Growth and Leadership, ensuring win-win commercial outcomes.

• Identify and qualify referral opportunities, including those within clients’ global businesses.

• Report on portfolio performance against revenue, retention and expansion targets, providing forecasts and insights to inform planning.

• Own client communications including newsletters and product update briefings, ensuring clients are consistently informed on rhino.fi‘s evolving capabilities.

Market Intelligence and Product Influence

• Translate client feedback, usage patterns and market signals into data-backed briefs that influence product prioritisation and roadmap decisions, knowing internal advocacy is won on evidence as much as relationships.

• Maintain clean pipeline data and account records in CRM, ensuring leadership has the forecasting visibility to make good decisions.

Requirements

• Experience: 5+ years in Customer Success, recent experience as a function lead or head.

• Proactivity & Ownership: Track record of owning & hitting OKRs/targets. Actively improving processes and owning initiatives from end-to-end.

• Commercial Capability: Demonstrated success at relationship management, upselling and delivering commercial propositions.

• Crypto & Market Knowledge: Strong understanding of blockchain fundamentals, stablecoins, wallets, exchanges, or crypto payment flows.

• Strategic & Analytical Thinking: Structured, process-driven approach to decision making.

• Relationship Building: Confident communicator who develops strong, trust‑based relationships with partners and stakeholders.

• Tools: Hands-on experience with CRM tools (e.g. Pipedrive), comfortable with data visualisation tools such as Metabase & SQL.

• Timezone: Based in Europe.

• Language: Fluent English required. Additional European languages are a bonus.

• Network: Nice to have: an existing network across crypto, stablecoins and payments, and comfort representing a company externally.