At a Glance
- Tasks: Lead the development of Customer Success strategies and empower teams to deliver exceptional value.
- Company: Teciem, a pioneering financial software solutions provider with a focus on innovation.
- Benefits: Competitive salary, inclusive culture, and opportunities for personal and professional growth.
- Other info: Join a team that values diversity and empowers every voice.
- Why this job: Shape the future of Customer Success in a dynamic, diverse environment.
- Qualifications: Experience in customer success, leadership skills, and a passion for innovation.
The predicted salary is between 75600 - 92400 £ per year.
The Work We Do
Teciem designs, builds, and delivers treasury and capital markets software solutions for financial institutions worldwide. We serve banks of every size and geography, offering the right setup for the right need. Our solutions are designed to replace multiple disconnected systems with one complete, front-to-back platform, helping customers to capture trading and business opportunities quickly, clearly and with control. We cover the entire trading lifecycle, ensuring that everything - from execution to position keeping, to risk management – runs smoothly.
With decades of experience and one of the largest, most diverse client bases in the industry, we turn deep industry knowledge into software that covers most asset classes, meets complex real-world treasury and capital market's needs, and adapts as markets evolve.
The organisation
Teciem is a financial software solutions provider. Treasury and capital markets run through our name, our heritage and our DNA. Through strategic acquisitions and continuous innovation, our people and products have pioneered financial software solutions as part of Misys and Thomson Reuters and most recently leveraged scale as the Treasury and Capital Markets business within Finastra. Now with our new name, increased ambition and a new strategy we are in a phase of accelerated growth, innovation and transformation with a culture infused by transparency, accountability, performance orientation, our customer mindset and our people.
The opportunity
Teciem is building a new Customer organisation under the Chief Customer Officer, with clear accountability for customer health, retention and lifecycle outcomes. This role defines how Customer Success is done at Teciem: the roadmap, the best practice, the playbooks and the skills that let every CSM deliver consistent, measurable value to treasury and capital markets customers.
Role purpose
Build a consistent, high-performing Customer Success capability, so that every CSM runs proven plays, evidences the value customers receive, and drives renewal and expansion readiness.
Core accountabilities
- Own the Customer Success roadmap: how the CS function and its capabilities evolve over time
- Design Customer Success best practice across the lifecycle and for each customer segment
- Own the CS playbooks for Expand, Renew and Risk, and ensure they are adopted
- Own value validation: the frameworks and methods CSMs use to evidence customer value
- Own CSM enablement: onboarding, training, certification and ongoing capability building
Key distinction:
- Customer Success Enablement owns how CSMs work: roadmap, best practice, playbooks, value and skills
- CCO Operations & Programs owns the data, signals, tooling, escalation management and programme mechanics those depend on
- Head of Customer Experience owns VoC, NPS, CAB, advocacy and community
- CRO owns renewals, expansion deals and bookings
Scope of Responsibility (Direct ownership)
- Enablement (primary focus)
- CS Roadmap Management (CS capability roadmap, priorities, maturity model)
- Best Practice Design (engagement models, success plan standards, lifecycle motions)
- CS Playbooks (Expand, Renew, Risk)
- Value Validation (value frameworks, value reviews, customer value evidence)
- CSM Enablement (onboarding, training curriculum, certification, coaching)
Capability & standards
- CSM competency framework and career pathways
- Quality standards for success plans and Quarterly Business Reviews
- Knowledge base and best practice sharing across regions
Matrix / shared alignment (no direct ownership)
- Sales / CRO
- Renewals and expansion deals (fully owned by Sales)
- Alignment of Expand and Renew plays with sales motions and Sales Enablement
- COO
- Onboarding and delivery handovers (Professional Services)
- Support processes referenced in playbooks
- CPO / CTO
- Product knowledge and release readiness for CSMs
- Product value drivers that inform value frameworks
- HR / People
- Learning platforms, career frameworks and performance cycles
- CCO peers
- CCO Operations & Programs: signals, health scores, CS platform, at-risk and escalation governance that playbooks run on
- Customer Experience: VoC insight that informs best practice
Important clarifications
- The role does not line-manage CSMs. It builds their capability; CSM line managers own day-to-day performance
- The role does not own renewals or expansion deals. It equips CSMs to drive renewal and expansion readiness
- The role does not own CS data, tooling or risk governance mechanics. It defines the plays that use them
Key Responsibilities
- CS roadmap management
- Define and maintain the Customer Success roadmap in line with the CCO strategy
- Assess CS maturity and prioritise the capabilities, processes and programmes needed next
- Work with CCO Operations & Programs to plan and track delivery of roadmap initiatives
Best practice design
- Design the lifecycle motions CSMs run, from onboarding readiness through adoption, renewal and expansion
- Define engagement models by segment, aligned with the CCO coverage framework
- Set standards for success plans and QBRs, and review quality across the team
CS playbooks (Expand, Renew, Risk)
- Build and maintain Expand, Renew and Risk playbooks: triggers, actions, owners and exit criteria
- Align Expand and Renew plays with Sales motions, and Risk plays with the At-risk process
- Measure playbook adoption and effectiveness, and refine plays based on outcomes
Value validation
- Develop value frameworks by product and use case that reflect how treasury and capital markets customers measure success
- Equip CSMs to agree measurable outcomes in success plans and evidence them in value reviews
- Build a library of validated value stories to support renewals, expansion and advocacy
CSM enablement
- Run CSM onboarding to reduce time to productivity
- Own the training curriculum and certification: CS methodology, product, domain and commercial skills
- Provide coaching and skills development, informed by the competency framework
- Drive adoption of CS tools and processes in partnership with CCO Operations & Programs
Success metrics:
- Primary
- Gross Revenue Retention (GRR)
- Playbook adoption and effectiveness
- % of accounts with success plans containing validated, measurable outcomes
- CSM ramp time to full productivity
- CSM certification and competency coverage
- Secondary
- Retention and expansion outcomes where plays are run (influence)
- Success plan and QBR quality scores
- CS roadmap delivery against plan
- Validated value stories captured
Operating model principles
- Clear RACI (critical)
- CS Enablement → CS roadmap, best practice, playbooks, value validation, CSM capability
- CCO Operations & Programs → operating model, customer insight, tooling, renewal and risk process, escalation management, Always-N programme
- Head of Customer Experience → VoC, NPS, CAB, advocacy, community
- CSM line managers → day-to-day CSM performance and account execution
- CRO → sales, account planning, renewals, bookings
- COO → delivery, upgrade execution, support, escalation resolution
- Product → roadmap
Objective: one consistent, repeatable way of doing Customer Success across every region and segment.
Organisation design
Reports to Chief Customer Officer
What this role is not
- Not a CSM line management role
- Not a Sales Enablement or renewals ownership role
- Not a training-only function
It is the owner of how Customer Success is done at Teciem, accountable for a consistent, high-performing CSM capability.
Diverse Minds, Shared Ambition
At Teciem, we believe that our strength comes from the diversity of our people. Different perspectives, backgrounds, and experiences fuel our innovation and help us build solutions that truly make a difference in the world of financial technology. We’re committed to creating a workplace where everyone feels respected, heard, and empowered to grow. Here, you can bring your whole self to work, contribute your unique ideas, and be part of a team driven by shared ambition. We welcome talent from all walks of life and encourage applications from individuals of all genders, races, ages, abilities, identities, and beliefs. Together, we’re shaping a culture where diversity isn’t just celebrated — it’s essential to our success.
Head of Customer Success Enablement employer: Teciem
Teciem is an exceptional employer that fosters a dynamic and inclusive work culture in the heart of London, where innovation meets collaboration. Employees benefit from comprehensive professional development opportunities, ensuring growth within the finance technology sector while working alongside industry experts. With a strong focus on employee well-being and a commitment to delivering impactful solutions for clients, Teciem stands out as a rewarding place to build a meaningful career.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Success Enablement
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Teciem. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Teciem before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Customer Success Enablement
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Teciem:Your cover letter is your chance to shine! Tell us why you want to work at Teciem specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Teciem!
How to prepare for a job interview at Teciem
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
