Customer Success Manager

About the Client

The Client is a fast-growing FinTech innovator transforming the landscape of capital markets. Their platform streamlines trading and post-trade workflows across Repo, Securities Finance, and Equity Derivatives, empowering financial institutions with cutting-edge technology and seamless integration.

Role Overview

The Client is seeking a dynamic and client-focused Client Success Manager to join their team. This role is pivotal in ensuring clients—ranging from global banks to hedge funds—derive maximum value from the platform. The successful candidate will act as the bridge between clients and internal teams, ensuring smooth onboarding, ongoing support, and long-term relationship success.

Key Responsibilities

Client & Trader Support:

• Serve as the first point of contact for client and trader queries, ensuring timely resolution and proactive communication.

Client Onboarding & Integration:

• Lead the onboarding process for new clients, including platform configuration, user training, and integration with internal systems (e.g., OMS, EMS, back-office platforms).

Relationship Management:

• Build and maintain strong, long-term relationships with key stakeholders across client organisations. Regularly engage clients to understand their evolving needs and ensure satisfaction.

Cross-Functional Collaboration:

• Work closely with Product, Engineering, and Operations teams to relay client feedback, influence product development, and ensure delivery of client requirements.

Client Advocacy:

• Champion the voice of the client internally, ensuring their needs are represented in product roadmaps and service enhancements.

Ideal Candidate Profile

• Proven experience in a Customer Success, Client Services, or Operations role within a FinTech or Capital Markets environment.
• Alternatively, experience in a client-facing role at a bank, asset manager, or hedge fund, with exposure to Securities Finance, Repo, or Equity Derivatives.
• Strong understanding of front-to-back trade lifecycle and post-trade processes.
• Excellent communication, problem-solving, and relationship-building skills.
• Ability to thrive in a fast-paced, client-centric environment.

Nice to Have

• Familiarity with FIX protocol, SWIFT messaging, or other financial integration standards.
• Experience with SaaS platforms or enterprise software in financial services.