Manager of Customer Success

Our client is a leading investment trading platform in the Fintech sector. As they continue to grow, they are now looking for Manager of Customer Experience to lead the customer success function of the business.Scope of the RoleYou will set the vision and strategic goals for customer experience where you will focus on driving product adoption and optimising overall customer experience with the help of several direct reports in your team. Together with the CEO and Founders, you will set the customer engagement and satisfaction metrics, and work to improve them over time.Ideal ApplicantsYou are a seasoned leader in leading a Customer Success or Customer Experience function in industries across finance or tech. At a minimum you must have a background in personally investing in crypto on centralised trading platforms as a customer.Requirements:Proven experience leading teams, driving product adoption and leveraging customer success best practices in a B2C organisationPrior experience in trading or investing in crypto as a consumer. (This is a must) If you work in the industry this is also a bonus.Proven ability to develop strategies, translate them into initiatives and track successful deliveryAble to be flexible and agile in responding to evolving business priorities and needsAble to collaborate across the organisation and with external stakeholdersWilling and able to address escalated client issues with speed and urgency while looking for areas of improvement.