Customer Success Manager

GTN; Hong Kong; Hybrid; HKD 600,000 - 900,000; Full time

Benefits offered by this job

Competitive salary

Private health insurance

International exposure

Job summary

GTN is seeking a Customer Success Manager to act as the strategic liaison between API clients and GTN's delivery teams. You will manage onboarding, integration, and ongoing service delivery with a strong focus on client value and satisfaction.

The role blends client relationship management, project coordination, and technical/financial acumen in a hybrid Hong Kong setting. You will advocate for clients, coordinate across Product, Engineering, and Compliance, and identify opportunities to expand

Qualifications

• 3+ years of experience in customer success, client service, or delivery management—fintech, financial services, or technology/SaaS sectors
• Strong understanding of trading, post-trade processes, or capital markets infrastructure
• Familiarity with APIs, RESTful services, and integration workflows
• Excellent stakeholder management and communication skills
• Strong project coordination experience and ability to manage multiple client workstreams
• Proficiency in Jira, Confluence, or similar platforms

Responsibilities

• Serve as the primary point of contact for assigned API clients
• Build strong, long-term relationships that drive satisfaction, trust, and retention
• Coordinate onboarding, integration and configuration of API services
• Manage internal timelines and stakeholders across Product, Engineering, Operations, and Compliance teams
• Track project milestones and resolve issues that may hinder progress
• Develop a deep understanding of our API suite and trading platform
• Act as a knowledge resource for clients on API capabilities, enhancements, and configurations
• Facilitate API testing and post-integration troubleshooting in coordination with support teams
• Monitor service usage, performance trends, and operational KPIs
• Participation in governance frameworks
• Identify upsell/cross-sell opportunities aligned with client goals
• Assist with reporting and issue triage in Jira Service Management (JSM)
• Participate in monthly service reviews and partner alignment sessions
• Advocate for clients internally, ensuring their voice is considered in roadmap planning and service improvement initiatives

Skills

Customer success

Stakeholder management

Project coordination

API knowledge

Fintech domain

Communication skills

Multi-market experience

Tools

Jira

Confluence

Job description

GTN is a FinTech-powered brokerage business operating through its regulated subsidiaries. Backed by NTG Global Holdings Limited (Dubai), International Finance Corporation (IFC) of the World Bank Group, and SBI Ventures Singapore (a subsidiary of SBI Holdings Japan), GTN aims to create the most comprehensive global trading ecosystem. With a global team of over 700 people, GTN provides a multi-market, multi-asset class trading platform for institutional clients, operating on a B2B and B2B2C model.

GTN currently serves clients through regulated subsidiaries in London, Dubai, Singapore, Hong Kong, and the USA. As part of our global expansion, we are focused on bringing our innovative trading platform to more markets worldwide. We also have offices in Brazil, South Africa and Saudi Arabia. Our platform is designed for buy- and sell-side financial institutions and fintech companies, such as digital banks, wallet providers and neo brokers, offering a seamless experience across trading, wealth management, and API solutions.

\"We see a world where anyone can invest in anything, any time\"

We are on the lookout for a team player who can see the world in the way we see it!

About the Role

As a Customer Success Manager (CSM) within our Business Partnering function, you will act as a strategic liaison between our clients and internal delivery teams. You will be responsible for managing relationships with clients who utilize our Fintech API suite—ensuring their onboarding, integration, and ongoing service requirements are delivered effectively and with a high standard of care.

This is a hybrid role blending client relationship management, project coordination, and technical/financial acumen. Your primary mission will be to champion client needs internally, proactively manage expectations, and ensure that our clients derive optimal value from our post-trade and brokerage technology offerings. Be the face of GTN at the client, and the face of the client within GTN.

Key Responsibilities

Client Relationship Management

Serve as the primary point of contact for assigned API clients

Build strong, long-term relationships that drive satisfaction, trust, and retention

Project & Delivery Coordination

Coordinate onboarding, integration, and configuration of API services

Manage internal timelines and stakeholders across Product, Engineering, Operations, and Compliance teams

Track project milestones and resolve issues that may hinder progress

Product & Technical Enablement

Develop a deep understanding of our API suite and trading platform

Act as a knowledge resource for clients on API capabilities, enhancements, and configurations

Facilitate API testing and post-integration troubleshooting in coordination with support teams

Operational Oversight

Monitor service usage, performance trends, and operational KPIs

Participation in governance frameworks

Identify upsell/cross-sell opportunities aligned with client goals

Assist with reporting and issue triage in Jira Service Management (JSM)

Cross-Functional Collaboration

Participate in monthly service reviews and partner alignment sessions

Advocate for clients internally, ensuring their voice is considered in roadmap planning and service improvement initiatives

Skills and Qualifications

Must-Have:

3+ years of experience in customer success, client service, or delivery management—ideally in fintech, financial services, or technology/SaaS sectors

Strong understanding of trading, post-trade processes, or capital markets infrastructure

Familiarity with APIs, RESTful services, and integration workflows

Excellent stakeholder management and communication skills

Strong project coordination experience and ability to manage multiple client workstreams

Proficiency in Jira, Confluence, or similar platforms

Nice-to-Have:

Experience working in or with brokerage, OMS/EMS, or clearing environments

Technical literacy to read and understand API documentation

Understanding of financial instruments such as equities, fixed income, or derivatives

What Good Looks Like

High client satisfaction and retention rates

Successful onboarding and timely delivery of client projects

Reduction in escalations through proactive communication and coordination

Enhanced internal visibility into client needs and operational performance

Our Culture

We believe innovation relies on inclusion and diversity. At GTN, our culture encourages creativity, bold ideas and out-of-the-box thinking at every level — turning ideas into pioneering results. We foster a fast-paced, collaborative, and inclusive work environment where consistent learning is celebrated, and every team member is empowered to perform at their highest potential. We hold ourselves to a clear code — to be transparent in how we communicate, to lead with equality, to own our work with pride, and to act with professionalism at every level.

Why join GTN?

As investing becomes increasingly digital, cross-border, and embedded into financial services, GTN sits at the center of this transformation. Joining us means working with innovative partners and talented colleagues across trading, technology, and product teams in a fast-growing, international environment.

What you’ll enjoy at GTN

Competitive salary that reflects your experience and impact

A real learning curve - structured programmes, coaching, and international exposure

700+ colleagues across six global markets to learn from and build with

Career growth in a fintech that's genuinely scaling

Private health insurance

Events and team engagement that actually bring people together

We are proud to be an equal opportunities employer. We do not discriminate based on race, religion, colour, national origin, or gender, or any other characteristic protected under applicable law in the markets we operate. We are committed to reasonable accommodation for all applicants and employees.