Team Lead, Customer Success – FX Trading Platform

DIGITEC GmbH; City Of London; Híbrido; GBP 85.000 - 110.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

€1,000 yearly education budget

30 days annual leave

Descripción de la vacante

DIGITEC GmbH in London (and international offices) seeks a hands-on Team Lead Customer Success for its D3 and OMS platforms. You will lead a small team, own client support quality, and shape proactive, knowledge-rich CS practices with direct trader and desk-head engagement.

You will collaborate with Product, Sales, and Engineering to define a modern CS function, and build tooling, onboarding, and escalation processes to ensure client success across enterprise clients in FX pricing and

Formación

• Seasoned leader with experience building and growing a Customer Success or similar function.
• Ability to establish structure, ownership, and clear processes in a evolving team.
• Strong technical acumen and credibility with sophisticated users of complex software.
• Solid understanding of financial markets and FX trading context for D3/OMS products.
• Comfortable engaging with senior stakeholders including traders and desk heads.
• Proven track record of handling escalations and moving complex cases forward.
• Experience building tooling, automation, reporting, and documentation in CS.
• Excellent cross-functional collaboration with Product, Sales, and Engineering.
• Fluency in English, both written and spoken.

Responsabilidades

• Lead and grow the CS team for D3 and OMS clients with full people-management responsibility.
• Own day-to-day client support quality and timely responses at a high standard.
• Own escalation processes for complex or urgent cases across the organization.
• Develop team product expertise to answer questions without always involving Product or Engineering.
• Own onboarding for new clients and users, ensuring early success.
• Drive a proactive client engagement model and identify underused product areas.
• Document client setups, usage, stakeholders, and recurring issues for internal visibility.
• Provide structured feedback to Product about patterns, friction, and recurring issues.
• Help define tools, processes, and reporting used by CS, including Dynamics, Confluence, Jira.
• Contribute to a clear view of client health and opportunities in collaboration with Sales.
• Engage directly with traders, desk heads, and technical stakeholders at client banks.

Conocimientos

Leadership

Structure ownership

Technical aptitude

Financial-market understanding

Stakeholder engagement

Escalation management

Tooling & automation

Cross-functional collaboration

English fluency

Herramientas

Dynamics

Confluence

Jira

Teams

Descripción del empleo

DIGITEC GmbH in London (and international offices) seeks a hands-on Team Lead Customer Success for its D3 and OMS platforms. You will lead a small team, own client support quality, and shape proactive, knowledge-rich CS practices with direct trader and desk-head engagement.

You will collaborate with Product, Sales, and Engineering to define a modern CS function, and build tooling, onboarding, and escalation processes to ensure client success across enterprise clients in FX pricing and