Customer Success Lead for Enterprise Fintech SaaS

DIGITEC Financial Technologies and Services; Pachuca; Híbrido; MXN 1.771.000 - 2.559.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

30 days annual leave

€1,000 yearly education budget

Descripción de la vacante

DIGITEC Financial Technologies and Services GmbH is seeking a hands-on Team Lead Customer Success to own and grow the CS function for D3 and OMS clients, including banks and traders. You will lead a four-person team, sharpen processes, and partner with Product, Sales, and Engineering to drive proactive client engagement.

You will build product expertise, own onboarding, and shape scalable support with tooling such as Dynamics, Confluence, and Jira. Fluency in English is required.

Formación

• Several years of experience leading a Customer Success, Support, or Client Services team.
• Ability to build structure, process, and ownership in an evolving function.
• Strong technical aptitude with credible communication to sophisticated users.
• Understanding of financial markets and the needs of traders.
• Comfort engaging with senior stakeholders and technical teams at banks.
• Proven track record of managing escalations and moving complex cases forward.
• Experience building or improving tooling, automation, reporting, and documentation in CS.

Responsabilidades

• Lead and grow the Customer Success team for D3 and OMS clients with people-management responsibility.
• Own day-to-day client support quality and timely, clear responses.
• Own escalation handling; structure complex cases across the org.
• Develop team product expertise to answer more questions directly.
• Own onboarding for new clients and users to ensure initial success.
• Foster a proactive client engagement approach and issue anticipation.
• Document client setup, usage, stakeholders, and recurring issues for internal visibility.
• Provide structured feedback to Product; surface patterns and friction from client interactions.
• Help define tools, processes, and reporting; use Dynamics, Confluence, Jira.
• Contribute to a clear view of client health in collaboration with Sales.

Conocimientos

Team leadership

Customer success

Stakeholder management

Cross-functional collaboration

English fluency

Escalation management

Herramientas

Dynamics

Confluence

Jira

Descripción del empleo

DIGITEC Financial Technologies and Services GmbH is seeking a hands-on Team Lead Customer Success to own and grow the CS function for D3 and OMS clients, including banks and traders. You will lead a four-person team, sharpen processes, and partner with Product, Sales, and Engineering to drive proactive client engagement.

You will build product expertise, own onboarding, and shape scalable support with tooling such as Dynamics, Confluence, and Jira. Fluency in English is required.