Customer Success Manager

The Work We Do

Teciem designs, builds, and delivers treasury and capital markets software solutions for financial institutions worldwide. We serve banks of every size and geography, offering the right setup for the right need.

Our solutions are designed to replace multiple disconnected systems with one complete, front-to-back platform, helping customers to capture trading and business opportunities quickly, clearly and with control. We cover the entire trading lifecycle, ensuring that everything - from execution to position keeping, to risk management – runs smoothly.

With decades of experience and one of the largest, most diverse client bases in the industry, we turn deep industry knowledge into software that covers most asset classes, meets complex real-world treasury and capital market's needs, and adapts as markets evolve.

The opportunity

Our Customer Success Managers work with one of the most impressive customer bases in financial services: global banks and financial institutions, many of whom have trusted Teciem for decades, in the fast-moving world of treasury and capital markets. Supported by industry-leading Customer Success tools and capabilities, you will help these customers get full value from Summit, Kondor, Sophis and Opics, and shape how they evolve their platforms with Teciem.

Role purpose

Own the success of a portfolio of treasury and capital markets customers, so that they realise measurable value from Teciem, stay on current versions, and renew with confidence.

Core accountabilities

• Own retention outcomes (GRR) across an assigned portfolio of strategic accounts
• Act as the strategic trusted advisor to customer leadership, running effective account governance
• Drive version management (Always-N) in every account, so customers upgrade regularly and stay current, delivering increased customer value
• Identify and address risk proactively , well before an account becomes at-risk
• Define, validate and communicate the value customers receive from Teciem
• Lead cross-functional collaboration across Sales, Product and Engineering, Professional Services, Support and Education
• Identify expansion opportunities and the value they bring to the customer

Scope of Responsibility (Direct ownership)

Portfolio

• A portfolio of leading banks and financial institutions , many of them long-standing Teciem customers, running Summit, Kondor, Sophis and Opics at the heart of their treasury and capital markets operations

Customer success (primary focus)

• Account ownership and governance (success plans, QBRs, executive check-ins, operational cadences)
• Always-N / version management (upgrade roadmaps, version compliance, upgrade services positioning)
• Proactive risk management (health monitoring, early intervention, at-risk recovery plans)
• Adoption and value realisation (usage insight, value validation, outcome tracking)
• Voice of the customer (structured feedback, roadmap input, referenceability)

Cross-organisation collaboration (no direct ownership)

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• Sales / GSC : expansion signals, co-owned upsell plays, joint account planning and renewal readiness
• Product / Engineering : structured customer feedback, roadmap influence and beta advocacy
• Professional Services : upgrades, delivery continuity, handoff governance and time-to-value
• Support : escalation context, proactive issue routing and health enrichment
• Education : adoption acceleration, certification pipeline and community growth

Key Responsibilities & Deliverables

• Always-N (version management)
• Build an upgrade roadmap for every account , aligned to the Always-N programme, and drive upgrade momentum
• Understand each customer's barriers to upgrading and feed them back to Product, Engineering and Professional Services
• Ensure customers use the right upgrade and advisory services to stay current
• Account ownership & governance
• Own each account end to end , co-ordinating Teciem teams around the customer
• Run governance efficiently : success plans, QBRs and executive check-ins
• Build multi-threaded relationships and bring a commercial lens to every QBR
• Proactive retention & risk
• Use customer health and insight to drive action , long before an account becomes at-risk
• Lead at-risk recovery plans and coordinate the account-level response to escalations
• Drive renewal readiness with the AE, well ahead of renewal dates
• Value & growth
• Drive adoption through health checks, usage reviews and walk-the-floor assessments
• Define and validate the value customers receive from Teciem
• Identify expansion opportunities and the value they bring, passing them to the AE
• Provide structured feedback to Product and help customers shape the roadmap
• Customer Success best practice
• Apply Customer Success playbooks (Expand, Renew, Risk) and best practice
• Use our Customer Success platform to manage health, success plans and risk, keeping administration light

Success metrics:

Primary

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• Gross Revenue Retention (GRR)
• Version compliance
• Customer health trend and risks
• Success plans with validated, measurable outcomes

Secondary

- -

• Expansion opportunities
• NPS and closed-loop follow-up
• Adoption and certification
• Consistent, high-quality account governance

What good looks like

• Domain fluency : deep understanding of treasury, capital markets and financial services workflows
• Commercial acumen : identifies expansion through product value
• Consultative posture : challenges constructively, leads QBRs with insight and voice of customer
• Product knowledge : strong understanding of Teciem solutions, as one part of a broader skill set

Experience & skills

Experience

• 10+ years in a customer-facing role such as Customer Success, account management, consulting, presales or delivery, ideally in financial services software
• Experience with treasury and capital markets platforms, such as Summit, Kondor, Sophis, Opics, Calypso, Murex or equivalent
• Proven track record of owning retention and managing complex, multi-stakeholder accounts
• Degree in Finance, Computer Science, Engineering, Mathematics, Information Systems or similar, or equivalent experience

Hard skills

• Product knowledge
• Data and analytics
• Financial modelling
• CS platforms and CRM
• Value engineering

Soft skills

• Executive presence
• Stakeholder mapping
• Influence
• Storytelling with data
• Collaboration

Languages

• Fluent English
• Chinese / Mandarin: preferred

It is the strategic trusted advisor to our customers , accountable for the value they receive, the currency of their platform, and their long-term retention.

Diverse Minds, Shared Ambition

At Teciem, we believe that our strength comes from the diversity of our people. Different perspectives, backgrounds, and experiences fuel our innovation and help us build solutions that truly make a difference in the world of financial technology.

We’re committed to creating a workplace where everyone feels respected, heard, and empowered to grow. Here, you can bring your whole self to work, contribute your unique ideas, and be part of a team driven by shared ambition.

We welcome talent from all walks of life and encourage applications from individuals of all genders, races, ages, abilities, identities, and beliefs. Together, we’re shaping a culture where diversity isn’t just celebrated — it’s essential to our success.