Team Lead Customer Success (all genders)

DIGITEC Financial Technologies and Services; Pachuca; Remote; MXN 600,000 - 900,000; Full time

Benefits offered by this job

30 days annual paid leave

Annual education budget €1,000

Competitive compensation and benefits

International team across London,Hamb/

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

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

Job description

About The Role

Are you passionate about building high-performing teams, deepening client trust, and turning complex software into a tool people rely on every day?

Your 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, making sure questions are answered quickly, clearly, and to a consistently high standard.
• Own support escalation, ensuring complex, urgent, or sensitive cases move through the organisation in a structured way instead of bouncing between people.
• Build the team's product expertise so that a growing share of D3 and OMS questions can be answered directly, without relying on Product, Engineering, or long-standing individual experts.
• Own onboarding from a Customer Success perspective, so new clients and users understand the product and are set up for success from day one.
• Develop a more proactive way of working with clients — anticipating issues before clients raise them, and identifying where they are not using D3 or OMS to its full potential, reaching out with suggestions rather than only reacting to requests.
• Make client knowledge visible internally by documenting client setup, usage, stakeholders, infrastructure, and recurring issues, rather than letting it live in emails or individual heads.
• Create a structured feedback loop into Product, surfacing patterns, friction, and recurring issues from client interactions, not just direct feature requests.
• Help define and improve the tools, processes, and reporting used by Customer Success, including systems such as Dynamics, Confluence, and Jira.
• Contribute to a clear, shared view of client health, including key users, setup, risks, and commercial opportunities, working closely with Sales.
• Speak directly and frequently with traders, desk heads, application owners, and technical stakeholders at client banks.

Preferred Qualifications

• Several years of experience leading a Customer Success, Support, or Client Services team, ideally in enterprise software or fintech.
• A proven ability to build structure, process, and ownership in a function that is still evolving, rather than only maintaining an existing setup.
• Strong technical aptitude and the ability to develop deep expertise in a complex software product like D3. This is not an engineering role, but you need to be comfortable with technical detail and credible with sophisticated users.
• Enough financial-market understanding to grasp why D3 exists, what problem it solves, and what our traders need from it.
• Comfortable engaging directly with senior, demanding stakeholders such as traders and desk heads, as well as technical and operations teams at banks.
• Strong track record of managing escalations and keeping complex cases moving through an organisation without losing ownership.
• Experience building or improving tooling, automation, AI-assisted workflows, reporting, and documentation practices within a support or Customer Success function.
• Excellent cross-functional collaboration skills, with experience working closely with Product, Sales, and Engineering.
• Fluency in English is required.

Nice to have

Experience with one or more of the following would be an advantage:

• FX, Capital Markets, FICC, Treasury, or electronic trading environments.
• Previous exposure to OMS or similar trading systems.
• Enterprise SaaS support or Customer Success in a technically complex product.
• Experience building a Customer Success function in a small, expert team, with a hands-on approach to clients, product, and day-to-day operations.
• Familiarity with SaaS environments and technical operations — infrastructure, connectivity, system monitoring — even though this role does not own technical operations.
• CRM or ticketing systems such as Dynamics, Confluence, Jira, or Teams.

What we offer as an employer

• Join an Innovative Leader: Be part of a pioneering SaaS tech company recognised as the global standard in its category, experiencing impressive double-digit annual growth.
• Transform a Major Market: Contribute to our mission of revolutionising the FX Swaps market with cutting-edge solutions and technologies.
• Be part of an international workforce: Work within a truly multi-national team, collaborating with colleagues from across the globe, located in London, Hamburg, and Singapore.
• Make an Impact: Hone your skills in small teams where your ideas matter, actively shaping your role and driving your personal growth.
• Enjoy Competitive Benefits: Benefit from a competitive compensation and benefits package, including 30 days of annual paid leave.
• Invest in Your Development: Access a €1,000 (or equivalent in local currency) yearly budget dedicated to further education and professional development.

About Us

DIGITEC Financial Technologies and Services GmbH stands at the forefront of the financial technology sector, renowned for developing cutting-edge software solutions. Our innovative products encompass a wide spectrum, from pricing and settlement solutions for FX/MM businesses to FX market data services. With over 40 prominent banks worldwide, spanning Europe, America, Asia, and Australia, among our esteemed clientele, we have solidified our position as a global leader.

At the heart of our success is our exceptional team, comprised of approximately 80 dedicated professionals boasting expertise in software development, financial mathematics, sales, IT systems, and more. Operating from three key locations—Hamburg (headquarters), London, and Singapore—we champion equal opportunities and foster a culture of respect and collaboration, ensuring a welcoming and supportive work environment for all.

Join us as we continue to redefine the landscape of financial technology with DIGITEC.