Head of Customer Success - FX Platforms & Trading Tools

DIGITEC GmbH; Greater London; Hybrid; GBP 90,000 - 130,000; Full time

Benefits offered by this job

30 days annual leave

€1,000 education budget

Job summary

DIGITEC GmbH is seeking a Team Lead Customer Success to lead the D3 and OMS client support for banks, traders and tech teams. You’ll build processes, own onboarding, and shape a proactive function working closely with Product, Sales and Engineering.

In this hands-on leadership role you’ll mentor a four-person team, drive product expertise, improve tooling and reporting, and ensure high-quality client interactions across multiple markets from London, Hamburg and Singapore.

Qualifications

• Several years of experience leading a Customer Success, Support, or Client Services team.
• Ability to build structure, process, and ownership in a function that is still evolving.
• Strong technical aptitude and deep product expertise of a complex software product like D3.
• Enough financial-market understanding to grasp why D3 exists and traders' needs.
• Comfortable engaging with senior stakeholders such as traders and desk heads.
• Strong track record of managing escalations and moving complex cases forward.
• Experience building tooling, automation, AI-assisted workflows, reporting, and documentation practices.
• Excellent cross-functional collaboration with Product, Sales, and Engineering.
• Fluency in English is required.

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, ensuring quick, clear, and high-standard responses.
• Own support escalation, ensuring complex or sensitive cases move through the organization structuredly.
• Build the team's product expertise so more questions can be answered directly.
• Own onboarding from a CS perspective so new clients are set up for success from day one.
• Develop a proactive client engagement approach, identifying underutilization and offering suggestions.
• Document client setup, usage, stakeholders, infrastructure, and recurring issues for internal visibility.
• Create a structured feedback loop into Product highlighting patterns and recurring issues.
• Help define and improve CS tooling, processes, and reporting (Dynamics, Confluence, Jira).
• Contribute to a clear view of client health, working with Sales.
• Speak with traders, desk heads, and technical stakeholders at client banks.

Skills

Leadership

Customer Success

Stakeholder management

Cross-functional collaboration

English fluency

Tools

Dynamics

Confluence

Jira

Job description

DIGITEC GmbH is seeking a Team Lead Customer Success to lead the D3 and OMS client support for banks, traders and tech teams. You’ll build processes, own onboarding, and shape a proactive function working closely with Product, Sales and Engineering.

In this hands-on leadership role you’ll mentor a four-person team, drive product expertise, improve tooling and reporting, and ensure high-quality client interactions across multiple markets from London, Hamburg and Singapore.