Customer Success Lead - FinTech Startup

Location: melbourne
Salary: N/A
Job Type: permanent
Contact: Adam White
Our client is a dynamic and innovative startup specializing in financial services technology. They provide solutions and services in the B2B and B2C segments specialising in the FX and derivatives markets. Backed by a private equity firm, they are currently going through huge growth and as such, the requirement for a Customer Success Manager has emerged.

About the role

As a Customer Success Lead, you will play a pivotal role in building and maintaining strong, long-lasting relationships with their clients. You will be responsible for ensuring that our clients receive the highest level of service and support, resulting in their satisfaction, loyalty, and growth. This is a key position that requires knowledge of foreign exchange and derivatives, along with strong interpersonal and problem-solving skills.

Key Responsibilities:
  • Build and nurture positive relationships with our clients, serving as the primary point of contact for their needs, inquiries, and concerns.
  • Develop an in-depth understanding of our client’s products and services, enabling you to provide expert advice and support to clients regarding the use of the technology.
  • Assist new clients in the onboarding process, ensuring a smooth transition to our platform and products. Provide training and education on our offerings.
  • Address and resolve client issues promptly and effectively, working closely with our internal teams to provide solutions.
  • Monitor and manage client accounts, ensuring they are set up correctly, revenue sharing agreements are in place, and advertising campaigns, if applicable, are successful.
  • Regularly assess client performance and usage data to identify areas for improvement or upsell opportunities. Provide clients with data-driven insights to enhance their trading strategies.
  • Maintain regular communication with clients through meetings, emails, and calls. Ensure they are informed about platform updates, changes, and best practices.
  • Act as the voice of the customer within the organization, sharing client feedback and insights to help improve our products and services.
  • Collaborate with the sales team to support B2B clients and contribute to revenue growth through upselling and cross-selling opportunities.
About you
  • Proven experience in a customer success or account management role, particularly in the financial or FX industry.
  • In-depth knowledge of foreign exchange (FX) and derivatives.
  • Strong communication and interpersonal skills.
  • Analytical mindset with the ability to understand and communicate data-driven insights.
  • Strong problem-solving skills and a commitment to customer satisfaction.
  • Ability to manage and prioritize a portfolio of clients effectively.
  • Experience with CRM software and data analysis tools is a plus.

How to apply

To apply click on the APPLY button or contact Adam White (adamw@sixdegreesexecutive.com.au) for a confidential career discussion.

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