Customer Success Manager

Employment Type: Full-Time

Experience Level: Senior/Experienced

Company: Tradelab Technologies Pvt Ltd

About Us:

We are a leading provider of innovative trading solutions, empowering financial professionals and retail traders with cutting-edge technology and data-driven insights. For more details, pls visit:

Job Overview:

We are seeking an experienced Customer Success Manager (CSM) with a strong background in the trading industry to join our team. In this role, you will be responsible for driving customer satisfaction, retention, and growth by building strong relationships with our clients—ranging from individual traders to institutional partners. You will act as a trusted advisor, ensuring our clients maximize the value of our trading platform/tools/services while identifying opportunities for upselling and expansion.

Key Responsibilities:

• Client Relationship Management: Build and maintain long-term relationships with key clients in the trading ecosystem, including retail traders, hedge funds, brokers, or financial institutions.
• Onboarding & Training:** Lead the onboarding process for new clients, providing tailored training on trading platform features, tools, and best practices to ensure successful adoption.
• Success Planning:** Collaborate with clients to define success metrics, develop strategic account plans, and ensure alignment with their trading goals (e.g., profitability, risk management, or operational efficiency).
• Issue Resolution:** Act as the primary point of contact for client inquiries, escalating technical or product-related issues to internal teams and ensuring timely resolution.
• Product Expertise:** Maintain deep knowledge of our trading products, market trends, and regulatory changes to provide clients with actionable insights and recommendations.
• Retention & Growth:** Proactively monitor client health, identify risks to retention, and implement strategies to increase engagement, renewal rates, and customer lifetime value.
• Upselling Opportunities:** Identify and pursue opportunities to introduce clients to additional features, premium services, or integrations that enhance their trading experience.
• Feedback Loop:** Gather client feedback to inform product development, collaborating with product and engineering teams to address market needs.
• Performance Reporting:** Track and report on key performance indicators (KPIs) such as client satisfaction (CSAT), Net Promoter Score (NPS), and account growth metrics.

Qualifications:

• Experience: 5+ years of experience in customer success, account management, or a client-facing role within the trading, fintech, or financial services industry.
• Domain Knowledge: Strong understanding of trading platforms (e.g., forex, equities, crypto, derivatives), market dynamics, and the needs of traders or financial institutions.
• Technical Skills: Familiarity with trading software, APIs, order management systems, or data analytics tools commonly used in the trading ecosystem.
• Communication: Exceptional verbal and written communication skills, with the ability to explain complex concepts to both technical and non-technical audiences.
• Problem-Solving: Proven ability to troubleshoot issues, anticipate client needs, and deliver proactive solutions in a fast-paced environment.
• Relationship Building: Demonstrated success in managing high-value accounts and fostering trust with diverse stakeholders.
• Data-Driven: Comfortable using CRM tools (e.g., Salesforce, HubSpot) and analytics platforms to track client engagement and success metrics.

Education:

Bachelor's degree in Finance, Business, Economics, or a related field (or equivalent experience). Certifications like CFA, Series 7, or similar are a plus.

Preferred Skills:

• Experience working with algorithmic trading systems or institutional clients.
• Knowledge of compliance and regulatory requirements in trading (e.g., MiFID II, SEC rules).
• Multilingual abilities to support clients in multiple regions.

What We Offer:

• Competitive salary and performance-based bonuses.
• Health insurance, flexible work arrangements, 5 days' work in a week.
• Opportunity to work in a dynamic, fast-growing industry with a passionate team.
• Access to cutting-edge trading technology and continuous learning opportunities.