Head of Customer Success
Our client a leading global financial technology provider is seeking a Head of Customer Success Management - EMEA to drive strategic client engagement, retention, and commercial growth across the region. This senior leadership position oversees a regional team and manages a diverse institutional client portfolio across the FX and eFX markets ecosystem.
About the Role
The successful candidate will lead the EMEA Customer Success function, ensuring strong client outcomes, seamless delivery, and year‑on‑year commercial growth. This role requires deep knowledge of sell‑side FX and eFX workflows, strategic oversight, and proven leadership capability in a high‑performance technology environment.
Key Responsibilities
- Lead and develop a regional Customer Success team, ensuring strong alignment to strategic and commercial objectives.
- Act as the senior escalation point for complex client, workflow, and commercial issues.
- Own the regional client portfolio with full accountability for retention, renewals, and incremental revenue growth.
- Manage senior relationships with key institutional clients across EMEA.
- Drive cross‑sell and upsell activity in collaboration with Sales.
- Own and manage KPIs related to growth, engagement, and commercial performance.
- Lead initiatives to reinforce and expand the platform's competitive position in FX and eFX markets.
- Partner with Product, Technology, and Operations teams to support full front‑to‑back client workflows.
- Ensure consistent, high‑quality engagement across sell‑side and buy‑side clients where relevant.
Experience & Expertise Required
- Senior leadership experience in Customer Success, Account Management, or Relationship Management within sell‑side FX and eFX trading technology (mandatory).
- Deep understanding of eFX platforms, liquidity provision, pricing, distribution, order‑routing, and related workflow integration.
- Demonstrated success in driving revenue growth and managing complex, high‑value institutional client portfolios.
- Experience operating at regional (EMEA) leadership level within a regulated financial services environment.
- Strong commercial and strategic acumen with a track record of delivering measurable business outcomes.
Leadership Attributes
- Proven people leader with experience building and managing high‑performing teams.
- Strong communicator, credible with senior institutional stakeholders.
- Strategic thinker with the ability to create and execute growth initiatives.
- Resilient, decisive, and effective in fast‑moving, competitive markets.
- Highly collaborative with strong cross‑functional stakeholder skills.
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