Head of Client Success - UK
Full-time
London, United Kingdom • In office
About GoGorilla
GoGorilla is the world's first performance marketing company built on financial technology. We've engineered a platform that hardwires client objectives into every campaign, ensuring transparent, auditable results that traditional agencies can't match. When our clients win, you win. You'll join a high-performance London team where your commercial impact directly shapes your career trajectory and financial rewards.
About the role
As the Head of Client Success, you will be a key member of our senior leadership team, responsible for the overall success and satisfaction of our entire UK client base. You will lead our entire client success function, including our teams of Client Strategy Leads, Partners, and Account Executives. This is a career-defining opportunity to build a world-class client success organisation and shape the future of a high-growth FinTech company.
Day-to-day, you'll set the strategic direction for our client success function, mentor and lead a team of senior client success leaders, and ensure that we deliver exceptional value to our clients. You'll also be responsible for overseeing our overall client retention and growth numbers, as well as representing the client success function at the highest levels of the company.
Working pattern and flexibility
This is a senior executive role based in our central London office. We believe that this role requires a high degree of in-person collaboration with our senior leadership team and our client success teams. Time tracking is not required for this role.
Executive impact
As a senior leader, you'll have direct influence on our client strategy and retention across our entire UK portfolio. You'll shape how GoGorilla delivers exceptional client outcomes, with authority to drive strategic initiatives that differentiate us in the market. This role offers significant equity participation and the opportunity to build industry-leading client success capabilities that drive sustainable competitive advantage. You'll contribute to board-level discussions on client strategy, market expansion, and business development while establishing GoGorilla as the gold standard for client partnership in performance marketing.
What you will be doing
Lead, mentor, and develop a high-performing team of senior client success leaders.
Own the overall client success strategy for the UK, including our processes, systems, and best practices.
Own our key client success metrics, including client retention, net revenue retention, and client satisfaction.
Act as a key member of the senior leadership team, contributing to overall company strategy and planning.
Represent our client success function at the highest levels of the company, including in board meetings and investor updates.
Build and maintain relationships with key industry stakeholders, including senior executives at our most important clients.
Provide regular reporting on client success performance to the CEO and the board of directors.
Drive a culture of client-centricity across the entire company.
What you will bring
Extensive executive-level experience in client success, account management, or a related field, with a proven track record of building and scaling high-performing client success functions in high-growth technology companies.
A deep understanding of the digital marketing landscape and the challenges of delivering exceptional client experiences at scale.
Exceptional leadership and team management skills, with experience building and leading large, multi-layered teams.
World-class communication and interpersonal skills, with the ability to build relationships with a wide range of stakeholders, from junior team members to C-suite executives.
Right to work in the UK. We do not offer visa sponsorship.
A visionary, strategic mindset with the ability to think long-term and build a world-class client success organisation.
You should not apply if
You are not passionate about building and leading a world-class client success organisation.
You are not comfortable with a role that involves a high degree of accountability for overall client success metrics.
You are not interested in a senior executive role that involves shaping the strategy and direction of the entire company.
You prefer a purely operational role without strategic leadership responsibilities.
You are not comfortable with a role that has clear performance targets and metrics for the entire client success function.
How we work
Outcomes first – your success is measured by the overall success and growth of our entire client base.
Autonomy with accountability – you have the freedom to lead the entire client success function with clear expectations for results.
Build the playbook – you will create the frameworks and best practices that define how we deliver exceptional client experiences at scale.
Lead from the front – you will build and lead a world-class client success organisation, setting the standard for excellence.
Continuous improvement – data-driven insights and feedback from our clients and team shape our strategy and drive continuous innovation.
Compensation and progression
Base salary: £120,000 to £150,000 (London).
On-target performance bonus: Significant performance bonuses and success-sharing opportunities.
Company profit-sharing: Significant participation in overall company success.
Equity: Substantial equity package reflecting the seniority and strategic importance of this role. Meaningful equity participation is a core part of our compensation philosophy for high-performing team members, offering a stake in our long-term success.
Benefits: Private healthcare for full-time UK employees after 6 months probation, 25 days holiday plus bank holidays, laptop and modern tools, learning budget and regular team events.
Progression: Direct path to Chief Client Officer, Chief Commercial Officer, and other C-suite roles.
30-60-90 day expectations
Day 30 – Complete onboarding, assume leadership of the entire client success function, and begin to build relationships with key stakeholders.
Day 60 – Present your strategy for the client success function to the CEO and the board, with a clear roadmap for execution.
Day 90 – Begin executing on your strategy, with clear milestones for team development, client growth, and organisational improvement.
Our hiring process
We keep the steps simple so you can demonstrate how your skills drive outcomes and align with our culture. For this role, the journey usually follows our standard path – application, a short cultural profile, a light role task if applicable, interviews, offer and onboarding. See the careers page for specifics.
Typical flow for this role
Application – submit your CV and a brief note on your experience in building client success organisations.
Cultural assessment – brief values and collaboration profile, plus short video questions.
Role task – a strategic case study on how you would build and scale a world-class client success function.
Interviews – meet the founder, CEO, and other senior executives.
Offer and checks – written offer with base, performance bonus, and equity structure, right-to-work and references.
Onboarding – a clear plan, team introductions and access to all company resources.
Important notes for candidates
We do not use third-party recruitment agencies. Do not send CVs through agencies.
Apply only through our official channels. We will never ask for payment or personal financial information during the hiring process.
Double-check sender domains in email communications.
By applying, you confirm that the information is accurate and understand that employment is subject to right-to-work checks and references.
We process candidate data in line with our privacy notice.
