Customer Success Team Lead – FX/OMS SaaS

Digitec; Delaware, United States, Northern America, Americas; Hybrid; USD 130,000 - 170,000; Full time

Benefits offered by this job

30 days annual paid leave

Professional development budget

Job summary

Personio is seeking a Team Lead Customer Success to own the CS function for D3 and OMS clients—banks, traders, and technical teams who rely on our tools to price, manage and distribute FX Forward and Swap prices. You will lead a four-person team, build product expertise, and shape proactive client engagement from day one.

Working closely with Product, Sales, and Engineering, you’ll define an efficient CS function, own onboarding, and develop tooling, processes, and documentation that scale with

Qualifications

• Proven experience leading a Customer Success/Support/Client Services team in enterprise software or fintech.
• Ability to build structure, process, and ownership in an evolving CS function.
• Strong technical aptitude with credible communication to sophisticated users, and fluency in English.

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, ensuring timely, clear, and high-standard responses.
• Own support escalation, ensuring complex or urgent cases move through the organization in a structured way.
• Build the team’s product expertise so more questions can be answered directly.
• Own onboarding from a CS perspective to set clients up for success from day one.
• Develop a more proactive way of working with clients and surface opportunities for broader product use.
• Document client setup, usage, stakeholders, infrastructure, and recurring issues to improve internal knowledge.
• Create feedback loops into Product, surfacing patterns and recurring issues from client interactions.
• Help define and improve CS tooling, processes, and reporting (Dynamics, Confluence, Jira).
• Contribute to a clear view of client health in collaboration with Sales.
• Engage directly with traders, desk heads, and technical stakeholders at client banks.

Skills

Team leadership

Fintech CS

Technical aptitude

Stakeholder mgmt

English fluency

Tools

Dynamics

Confluence

Jira

Teams

Job description

Personio is seeking a Team Lead Customer Success to own the CS function for D3 and OMS clients—banks, traders, and technical teams who rely on our tools to price, manage and distribute FX Forward and Swap prices. You will lead a four-person team, build product expertise, and shape proactive client engagement from day one.

Working closely with Product, Sales, and Engineering, you’ll define an efficient CS function, own onboarding, and develop tooling, processes, and documentation that scale with