Customer Success Manager

KEY RESPONSIBILITIES

Client Relationship Management

• Serve as the primary point of contact for assigned API clients
• Build strong, long-term relationships that drive satisfaction, trust, and retention
• Translate business needs into actionable internal deliverables

Project & Delivery Coordination

• Coordinate onboarding, integration, and configuration of API services
• Manage internal timelines and stakeholders across Product, Engineering, Operations, and Compliance teams
• Track project milestones and resolve issues that may hinder progress

Product & Technical Enablement

• Develop a deep understanding of our API suite and trading platform
• Act as a knowledge resource for clients on API capabilities, enhancements, and configurations
• Facilitate API testing and post-integration troubleshooting in coordination with support teams

Operational Oversight

• Monitor service usage, performance trends, and operational KPIs
• Participation in governance frameworks
• Identify upsell/cross-sell opportunities aligned with client goals
• Assist with reporting and issue triage in Jira Service Management (JSM)

Cross-Functional Collaboration

• Participate in monthly service reviews and partner alignment sessions
• Advocate for clients internally, ensuring their voice is considered in roadmap planning and service improvement initiatives

REQUIREMENTS

• Bachelor’s degree in Business, Information Technology, Finance, or a related field.
• 3-5years of experience in Customer Success, Client Services, Account Management, or a similar client-facing role.
• Proven ability to manage client relationships, coordinate cross-functional stakeholders, and deliver successful onboarding or implementation projects.
• Strong communication, problem-solving, and stakeholder management skills, with experience working with technology platforms, APIs, or fintech solutions.

Preferred

• Experience in fintech, capital markets, brokerage, trading platforms, or financial services.
• Exposure to API integrations, technical onboarding, or customer implementation projects.
• Professional certifications in project management, business analysis, or customer success would be advantageous.

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Tagged as: Project Management