Customer Success Manager

MillTech; New York (NY); Hybrid; USD 110,000 - 150,000; Full time

Benefits offered by this job

Healthcare

401(k) with employer match

25 days’ paid annual leave

Job summary

MillTech in New York City is seeking a Customer Success Manager to lead our US Customer Success operation. You will guide customers from initial engagement through onboarding, ongoing support and business development, building trusted, long-term relationships and maximizing value from our FX, cash products and workflows.

The role requires an entrepreneurial mindset, a self-starter who can work autonomously, and excellent communication skills to align with internal teams and clients while

Qualifications

• Proven experience in customer success, preferably in FX/financial services.
• Self-starter with autonomous leadership of US operation.
• Excellent verbal and written English communication.
• Strong relationship-building and customer-focused mindset.
• Ability to manage multiple priorities with high standards.

Responsibilities

• Lead MillTech’s US Customer Success operation and drive growth.
• Onboard new customers and ensure smooth implementation.
• Build trusted relationships and manage client needs.
• Engage with customers to maximize value and satisfaction.
• Identify upsell and cross-sell opportunities.
• Collaborate with internal stakeholders and vendors.

Skills

Customer success

Communication skills

Problem solving

Project management

Empathy

English proficiency

Tools

CRM software

Data analysis tools

Job description

Position: Customer Success Manager

Reports to: Head of Customer Success

Location: New York City, USA

Overview - About MillTech

MillTech provides advanced FX Hedging and Cash Investment solutions to increase market access, reduce costs and automate manual workflows.

With a focus on automation, integration and connectivity, we have pioneered an independent risk management and liquidity solution for fund managers, institutions and global corporates, which is purpose-built to deliver best execution at scale.

Since its inception in 2020, the MillTech platform has grown to support over $500bn in annual FX volume and over $35bn in client programs and is now trusted by some of the world’s largest institutions. In 2026, MillTech announced a $60m minority investment from the growth equity arm of Apax Partners which valued the company at $325m. As part of our next phase of growth, we will be opening an office in New York City this year.

Headquartered in London, the world’s largest FX hub, MillTech provides services to clients in the United Kingdom, United States, Canada, Switzerland, Belgium, Denmark, Ireland, Luxembourg, Norway and Liechtenstein. MillTech is authorised and regulated by the UK’s Financial Conduct Authority (FCA FRN 911636) and registered with the USA’s National Futures Association (NFA).

The opportunity:

As a Customer Success Manager, you will report to the Head of Customer Success and take ownership of leading MillTech’s US Customer Success operation, working closely across business units to guide customers from initial engagement through onboarding, ongoing support, and business development. You will build trusted, long-term relationships with customers, helping them achieve their objectives while deepening and strengthening their partnership with MillTech.

The role requires an entrepreneurial and ambitious mindset, with a strong focus on maximising customer outcomes through the effective use of MillTech’s products and services. You must be a self-starter who is confident working autonomously, using initiative and creativity, while developing deep expertise in FX, Cash products and associated trade workflows.

Key responsibilities:

• Lead MillTech’s US Customer Success operation, working autonomously and using initiative to drive the business forward.


• Strong communication skills to manage the needs of clients and internal stakeholders.


• Act as a senior customer advocate, supporting customers across all aspects of their relationship with MillTech and helping them achieve their business goals.


• Lead the onboarding of new customers, ensuring a smooth, timely, and efficient process across operational, commercial, regulatory, financial, and technical requirements.

• Proactively engage with customers to ensure they are deriving maximum value from MillTech’s products and services, maintaining regular contact to address concerns and optimise the overall customer experience.


• Take a lifetime-value approach to customer relationships, identifying opportunities to upsell or cross-sell relevant products and services.


• Respond to customer feedback, questions, and concerns in a professional, efficient, and agile manner.

Requirements (essential):

• Proven previous experience in a customer success role, ideally within financial services particularly foreign exchange.


• A self-starter, confident working autonomously and comfortable taking full responsibility for leading the US operation.


• Excellent communication skills, with a proactive approach to engaging customers and understanding their requirements and goals.


• A strong commitment to building long‑term, high‑quality customer relationships and developing best‑in‑class customer success practices and policies.


• Excellent problem‑solving abilities, working collaboratively with colleagues across the business, external counterparties and vendors to resolve customer issues effectively and efficiently.


• A high degree of empathy and the ability to identify practical, customer‑focused solutions.


• Strong organisational and project management skills, with the ability to manage multiple priorities while maintaining consistently high standards.


• Strong listening skills, combined with excellent technical and sector knowledge to support customers from onboarding through day‑to‑day operations.


• Advanced data and software skills, with the ability to leverage modern tools and techniques to deliver outstanding customer success outcomes.


• Excellent written and verbal communication skills in English; additional languages are an advantage.


• A positive, can‑do attitude, with a willingness to think creatively and explore innovative solutions to challenges.


• A commitment to continuous professional development to ensure skills and expertise remain at the highest level.


• The highest standards of integrity, with the ability to act with due care, skill, diligence, and confidentiality in line with market conduct standards.

What we offer in return:

Our commitment is to help you flourish in this role, through support with your professional development, opportunities to be involved in key projects, and exposure to challenges that you may not be offered in a larger organisation. We will provide:

• A competitive salary with annual reviews;


• 25 days’ paid annual leave plus an additional day per year of service;


• Excellent staff development and training opportunities;


• Flexible working arrangements including remote working;


• Healthcare


• 401(k) with employer match

At MillTech we believe that diversity and inclusion are essential for fostering innovation and building a strong, supportive work environment. We are committed to embedding the best equality and diversity practices into all our activities, making us an inclusive, welcoming, and exciting place to work. We would welcome candidates from all backgrounds and experiences.