Team Lead Customer Success (all genders)

Digitec; Delaware; On-site; 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

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, efficientCustomer 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.