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About the Role

Lead the Customer Success function for D3 and OMS clients, focusing on building high-performing teams, deepening client trust, and transforming complex software into a reliable tool. This hands-on role requires comfort with ambiguity and a desire to work closely with the product and clients.

Responsibilities

Lead and grow the Customer Success team, taking on full people-management responsibility.
Own the quality of day-to-day client support, ensuring timely and clear responses.
Manage support escalations, ensuring structured resolution of complex cases.
Build team product expertise to handle a greater share of client inquiries directly.
Own Customer Success onboarding for new clients and users.
Develop a proactive client engagement strategy to anticipate issues and identify opportunities for full product utilization.
Make client knowledge visible internally through documentation of setup, usage, and recurring issues.
Create a structured feedback loop to Product, surfacing patterns and friction from client interactions.
Define and improve Customer Success tools, processes, and reporting.
Contribute to a clear view of client health in collaboration with Sales.
Engage directly with senior client stakeholders, including traders and technical teams.

Requirements

Several years of experience leading a Customer Success, Support, or Client Services team, ideally in enterprise software or fintech.
Proven ability to build structure, process, and ownership in an evolving function.
Strong technical aptitude and ability to develop deep expertise in complex software.
Sufficient financial market understanding to grasp the product's purpose and user needs.
Comfortable engaging directly with senior, demanding stakeholders.
Strong track record of managing escalations and complex cases.
Experience building or improving tooling, automation, AI-assisted workflows, reporting, and documentation within a support or CS function.
Excellent cross-functional collaboration skills, with experience working with Product, Sales, and Engineering.
Fluency in English is required.

Skills

Customer Success
Client Support
People Management
Product Expertise
Onboarding
Proactive Client Engagement
Client Knowledge Management
Feedback Loops
Process Improvement
Reporting
Cross-functional Collaboration
Technical Aptitude
Financial Markets Understanding
Escalation Management
Tooling and Automation

Location

London
Hamburg
Singapore

Work Type

Full-time

Experience Level

Senior

Benefits

30 days of annual paid leave
€1,000 yearly budget for further education and professional development

About the Company

DIGITEC Financial Technologies and Services GmbH is a pioneering SaaS tech company and a global leader in its category, experiencing double-digit annual growth.
We develop cutting-edge software solutions for pricing, settlement, and market data services in the FX/MM business.
Our clientele includes over 40 prominent banks worldwide.
We have a team of approximately 75 dedicated professionals with expertise in software development, financial mathematics, sales, and IT systems.
Our offices are located in Hamburg (headquarters), London, and Singapore.

Equal Opportunity

We champion equal opportunities and foster a culture of respect and collaboration, ensuring a welcoming and supportive work environment for all.