Customer Success Manager, Johannesburg

As a Customer Success Manager, you will be a trusted advisor to our Trading Customers, guiding them through their customer experience journey with our Trading Desktop. Your primary focus will be on driving the adoption, integration, and expansion of our solutions into the daily workflow of end-users, ensuring their retention and satisfaction.

Role Overview

Develop and implement customer success strategies and plans for trading accounts to drive revenue retention.

Deliver highly engaging, customized workflow‑based customer engagements.

Build deep relationships with key customers to advise on engagement strategies.

Participate in industry events to develop networking opportunities, enhance brand presence, and stay current on industry trends.

Monitor customer health, adoption metrics, renewals, and the execution of customer success plans.

Partner with sales leadership to provide insights on customer health, focusing on adoption, expansion opportunities, and renewals.

Provide insights to Market Development, Customer Operations, and Customer Proposition teams on customer experience and industry trends to drive the voice of the customer in business strategy.

Contribute to the overall vision and strategy of the Customer Success Management Group.

Success Metrics

High‑value customer engagements and onboarding activities, including various types of training and presentations.

The breadth and depth of customer relationships.

Retention and risk mitigation management.

Driving account growth with sales.

Contributions to role and process improvement.

Qualifications

2–4 years of customer service, client relationship experience, or a trading role in the banking or financial sector is a plus.

Preferably with knowledge of and experience in the FX trading space.

Good communication and presentation skills with the ability to adapt style depending on the audience (C‑Level/Leadership/Team).

Proven track record of identifying customer needs and successfully implementing retention and adaptation strategies.

Ability to adapt and thrive in a fast‑paced environment and rapidly changing market.

Benefits

Hybrid and flexible working arrangements.

A welcoming, inclusive culture backed by Employee Networks.

A competitive referral bonus program.

Access to private healthcare, wellness support, and pension contributions.

Professional development opportunities and learning resources.

Paid volunteer time to support causes that matter to you.

A team that values your input and supports your goals.

Career Stage Senior Associate

Equal Opportunity Employer Statement We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs.

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