Client Success Operations Lead

Business area and team

The Client Success Management team is accountable for Xceptor’s client retention, product adoption across the client base and expansion activities. The current team consists of Client Success Managers and Client Success Engineers, based across London, New York and Singapore. Xceptor clients are assigned a CSM who provides regular governance, a key relationship contact and a personal touchpoint for acquiring service as needed.

The Role 

The CSM Operations Lead plays a critical role in optimizing the efficiency and effectiveness of our Client Success function.

You will be responsible for analyzing data, identifying trends, creating and reporting metrics, and implementing strategies to enhance client satisfaction, retention, and overall business success. Collaborating closely with CSM management, the frontline CSM team, cross-functional teams and our RevOps team, you will develop insights and recommendations to drive continuous improvement in our client success processes and workflows.

You will also take ownership of the management reporting process including the new CSM system.

Key Accountabilities & Responsibilities

• Data Analysis & Reporting
• Renewal Management Support
• Client Engagement & Insights
• Operational Optimization
• Technology & Tool management

Key Competencies, Education & Experience

• 7 years + experience in operations analysis, data analytics or a similar role in a B2B SaaS environment working with business and technology stakeholders.
• Extensive background in the financial technology and services with a strong focus in Capital Markets.
• Technically minded with a STEM (Science, Technology, Engineering and Mathematics) degree or same level achieved through relevant professional experience. 
• Previous and current experience working in an analysis or technical role for a B2B software/SaaS, Fintech company or a financial institute.
• Strong understanding of data analysis tools and techniques, such as Excel, Tableau, or Power BI.
• Experience with client success platforms or CRM systems would be very beneficial.
• Knowledge of client success methodologies and best practices.
• Strong analytical skills with the ability to interpret complex data sets and generate actionable insights.
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams.
• Strong presentation skills.
• Detail-oriented with a focus on accuracy and quality in all aspects of work.
• Ability to thrive in a fast-paced environment and adapt to changing priorities and deadlines.
• Very strong organisational skills with ability to work independently.
• Flexible with ability to work as part of cross-functional teams.

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