Customer Success Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Manager based in India.

This role offers the opportunity to take ownership of the customer journey from onboarding and implementation through long-term growth and retention.

You will serve as a trusted advisor and primary relationship contact, helping customers achieve meaningful business outcomes through technology.

The position combines relationship management, commercial awareness, data analysis, and industry expertise in a fast-moving fintech environment.

You will work closely with customers to understand their goals, identify risks and opportunities, and maximize platform adoption and value.

Your insights will also help shape internal priorities by bringing customer feedback directly to Product, Sales, Support, and other teams.

The role provides significant autonomy and the chance to influence both customer success and the evolution of the product experience.

It is an ideal opportunity for a proactive, commercially minded professional who enjoys building partnerships and driving measurable results.

Accountabilities

• Own the complete customer onboarding journey, from commercial handover through implementation, launch, and successful go-live.
• Manage ongoing customer relationships, maintaining regular engagement and serving as the primary point of contact throughout the customer lifecycle.
• Monitor customer health, product adoption, usage patterns, and business signals to identify churn and renewal risks and take proactive corrective action.
• Identify and develop upsell and expansion opportunities based on customer needs, growth plans, product usage, and business objectives.
• Conduct regular business reviews covering customer performance, challenges, priorities, objectives, and opportunities for improvement.
• Educate customers on product capabilities, drive adoption, and help them maximize the value generated from the platform.
• Provide industry knowledge, operational best practices, and practical insights that help customers build and grow successful prop trading operations.
• Represent the customer internally and collaborate with Product, Support, Sales, and other teams to ensure customer feedback and needs are understood and addressed.
• Manage escalations and coordinate cross-functional teams to drive customer issues toward effective and timely resolution.
• Use AI, automation, CRM data, and customer insights to improve efficiency, identify opportunities faster, and continuously enhance the customer experience.

Requirements

• Proven experience in Customer Success, Account Management, or a comparable customer-facing position within technology, fintech, or a related environment.
• Previous professional experience in prop trading, Forex, CFDs, brokerage, trading technology, or closely related financial markets is required.
• Strong understanding of the prop trading industry and the ability to advise customers on operational and business considerations beyond the product itself.
• Excellent relationship-building and communication skills, with confidence engaging with stakeholders at different levels.
• Commercial mindset with experience identifying customer risks, renewal opportunities, retention strategies, and expansion potential.
• Strong analytical capabilities and the ability to use customer, product, and business data to identify trends, risks, and growth opportunities.
• Proactive, solutions-oriented approach with the ability to anticipate customer needs and act before issues escalate.
• Ability to manage multiple customer relationships, priorities, and competing demands in a fast-paced environment.
• Comfortable working with CRM, customer success, support, and other business tools.
• Enthusiasm for leveraging AI and automation to improve productivity and customer outcomes.
• Customer-focused, accountable, structured, and adaptable working style.
• Strong interest in developments across prop trading and financial markets, with the ability to translate industry knowledge into practical customer value.

Benefits

• Fully remote, full-time opportunity.
• High level of ownership and autonomy across the customer lifecycle.
• Opportunity to build strategic relationships with businesses operating in the prop trading and financial markets space.
• Direct opportunity to influence customer outcomes, retention, growth, and product adoption.
• Close collaboration with Product, Sales, Support, and other cross-functional teams.
• Opportunity to contribute customer insights that can influence ongoing product development.
• Fast-paced environment with opportunities to grow professionally alongside an evolving technology platform.
• Exposure to AI and automation initiatives focused on improving customer experience and operational efficiency.