Head of Customer Success — Enterprise FinTech Platform

DIGITEC Financial Technologies and Services; Pachuca; Remote; MXN 600.000 - 900.000; Vollzeit

Benefits dieser Stelle

30 days annual paid leave

Annual education budget €1,000

Competitive compensation and benefits

International team across London,Hamb/

Zusammenfassung

DIGITEC Financial Technologies and Services GmbH is seeking a Customer Success Leader to head the CS function for D3 and OMS clients. You will own onboarding, escalate management, and craft proactive client strategies to maximize product usage.

You will work closely with Product, Sales, and Engineering to document client setups, health, and recurring issues, while building a structured, scalable CS function across markets.

Qualifikationen

• Several years of experience leading a Customer Success, Support, or Client Services team in enterprise software or fintech.
• Ability to build structure, process, and ownership in an evolving function.
• Strong technical aptitude and the ability to develop deep expertise in a complex software product like D3.
• Enough financial-market understanding to grasp why D3 exists and what traders need.
• Comfortable engaging with senior stakeholders such as traders and desk heads, plus technical teams at banks.
• Proven track record of managing escalations and moving complex cases through an organization without losing ownership.

Aufgaben

• Lead and grow the Customer Success team for D3 and OMS clients with full people-management responsibility.
• Own day-to-day client support quality, ensuring fast, clear, high standards.
• Own escalation process to move complex cases through the org without loss of ownership.
• Develop team's product expertise to answer questions directly without relying on others.
• Own onboarding for new clients to ensure immediate success.
• Develop proactive client engagement to identify and address underutilisation.
• Document client setup, usage, stakeholders, and recurring issues.
• Create a feedback loop into Product, surfacing patterns and friction.
• Improve tools, processes, and reporting, including Dynamics, Confluence, and Jira.
• Contribute to client health view with Sales and stakeholders.
• Speak with traders, desk heads, and technical owners at client banks.

Kenntnisse

Team leadership

Structure & ownership

Technical aptitude

Financial market understanding

Stakeholder management

Escalation management

Tooling & automation

Cross-functional collaboration

English fluency

Tools

Dynamics

Confluence

Jira

Teams

Jobbeschreibung

DIGITEC Financial Technologies and Services GmbH is seeking a Customer Success Leader to head the CS function for D3 and OMS clients. You will own onboarding, escalate management, and craft proactive client strategies to maximize product usage.

You will work closely with Product, Sales, and Engineering to document client setups, health, and recurring issues, while building a structured, scalable CS function across markets.