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.

* 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.