Team Lead Customer Success (all genders)

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

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?

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?

As Team Lead Customer Success, you'll take ownership of our Customer Success function for D3 and OMS clients - banks, traders and technical teams who depend on our systems to price, manage and distribute FX Forward and Swap prices around the clock. You'll lead a team of four responsible for day-to-day client support, build the processes and product expertise that are shared across the team, and shape a more proactive way of working with clients.

This is not a role where you inherit a finished machine. You'll inherit a strong product, demanding expert users, a good team, and a function that needs clear ownership, deep product expertise, strong tooling, and a proactive way of working. Working closely with Product, Sales, and Engineering, you'll help define what a modern, efficient Customer Success function looks like for our market.

This is a hands-on builder role for someone comfortable with ambiguity, who enjoys getting close to the product and the client as much as leading a team.

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 75 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.