Team Lead Customer Success (all genders) in London

About the role

Are you passionate about building high-performing teams, deepening client trust, and turning complex software into a tool people rely on every day?

As Team Lead Customer Success, you'll take ownership of our Customer Success function for D3 and OMS clients — banks, traders and technical teams who depend on our systems to price, manage and distribute FX Forward and Swap prices around the clock.

You'll lead a team of four responsible for day-to-day client support, build the processes and product expertise that are shared across the team, and shape a more proactive way of working with clients.

This is not a role where you inherit a finished machine.

You'll inherit a strong product, demanding expert users, a good team, and a function that needs clear ownership, deep product expertise, strong tooling, and a proactive way of working.

Working closely with Product, Sales, and Engineering, you'll help define what a modern, efficient Customer Success function looks like for our market.

This is a hands-on builder role for someone comfortable with ambiguity, who enjoys getting close to the product and the client as much as leading a team.

• Your Responsibilities
• Lead and grow the Customer Success team responsible for D3 and OMS clients, taking on full people-management responsibility.
• Own the quality of day-to-day client support, making sure questions are answered quickly, clearly, and to a consistently high standard.
• Own support escalation, ensuring complex, urgent, or sensitive cases move through the organisation in a structured way instead of bouncing between people.
• Build the team's product expertise so that a growing share of D3 and OMS questions can be answered directly, without relying on Product, Engineering, or long-standing individual experts.
• Own onboarding from a Customer Success perspective, so new clients and users understand the product and are set up for success from day one.
• Develop a more proactive way of working with clients — anticipating issues before clients raise them, and identifying where they are not using D3 or OMS to its full potential, reaching out with suggestions rather than only reacting to requests.
• Make client knowledge visible internally by documenting client setup, usage, stakeholders, infrastructure, and recurring issues, rather than letting it live in emails or individual heads.
• Create a structured feedback loop into Product, surfacing patterns, friction, and recurring issues from client interactions, not just direct feature requests.
• Help define and improve the tools, processes, and reporting used by Customer Success, including systems such as Dynamics, Confluence, and Jira.
• Contribute to a clear, shared view of client health, including key users, setup, risks, and commercial opportunities, working closely with Sales.
• Speak directly and frequently with traders, desk heads, application owners, and technical stakeholders at client banks.
• Preferred qualifications
• Several years of experience leading a Customer Success, Support, or Client Services team, ideally in enterprise software or fintech.
• A proven ability to build structure, process, and ownership in a function that is still evolving, rather than only maintaining an existing setup.
• Strong technical aptitude and the ability to develop deep expertise in a complex software product like D3.

This is not an engineering role, but you need to be comfortable with technical detail and credible with sophisticated users.

• Enough financial-market understanding to grasp why D3 exists, what problem it solves, and what our traders need from it.
• Comfortable engaging directly with senior, demanding stakeholders such as traders and desk heads, as well as technical and operations teams at banks.
• Strong track record of managing escalations and keeping complex cases moving through an organisation without losing ownership.
• Experience building or improving tooling, automation, AI-assisted workflows, reporting, and documentation practices within a support or Customer Success function.
• Excellent cross-functional collaboration skills, with experience working closely with Product, Sales, and Engineering.
• Fluency in English is required.
• Nice to have

Experience with one or more of the following would be an advantage

• FX, Capital Markets, FICC, Treasury, or electronic trading environments.
• Previous exposure to OMS or similar trading systems.
• Enterprise Saa S support or Customer Success in a technically complex product.
• Experience building a Customer Success function in a small, expert team, with a hands-on approach to clients, product, and day-to-day operations.
• Familiarity with Saa S environments and technical operations — infrastructure, connectivity, system monitoring — even though this role does not own technical operations.
• CRM or ticketing systems such as Dynamics, Confluence, Jira, or Teams.

What we offer as an employer

• Join an Innovative Leader: Be part of a pioneering Saa S tech company recognised as the global standard in its category, experiencing impressive double-digit annual growth.
• Transform a Major Market: Contribute to our mission of revolutionising the FX Swaps market with cutting-edge solutions and technologies.
• Be part of an international workforce: Work within a truly multi-national team, collaborating with colleagues from across the globe, located in London, Hamburg, and Singapore.
• Make an Impact: Hone your skills in small teams where your ideas matter, actively shaping your role and driving your personal growth.
• Enjoy Competitive Benefits: Benefit from a competitive compensation and benefits package, including 30 days of annual paid leave.
• Invest in Your Development: Access a €1,000 (or equivalent in local currency) yearly budget dedicated to further education and professional development.
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