Client Success Manager

Business area and team:

The Client Success Management (CSM) function accompanies our clients in every phase of their journey with Xceptor. Our CSM’s provide the critical conduit between our clients and Xceptor, acting as their trusted advisor and voice within our organization. The CSM team leverage well-defined maturity and governance models to establish value driven partnerships, focusing on deeply understanding our clients desired business outcomes, then enabling them to achieve these outcomes in the shortest and most efficient manner. 

🚀 Your Role:

The Client Success Manager is focused on ensuring our clients maximise their benefit from their partnership with Xceptor so that they not only achieve their objectives but exceed them, expanding their adoption of Xceptor’s best in class software to achieve the operational efficiencies and success. The role holder will achieve this by developing and using product knowledge, client adoption experience, relationship management and delivery skills to benefit the clients.  The role is a consultative one - using expertise and strategic thinking to help overcome challenges on the client’s journey towards intelligent automation. The post holder must have a delivery-centric approach, with a strong understanding of what is important to the client and what success looks like, collaborating across teams to achieve this. 

🧩 What You’ll Be Doing:

Customer Success: 

• Client Satisfaction: regular engagement, owning operational governance, managing the production service, and navigating Xceptor for the client
• Adoption: enabling the client to deliver intelligent automation, accelerating Xceptor adoption so their users onboard quickly and succeed with their goals
• Retention: provide expertise to clients to drive successful outcomes, helping them achieve maximum RoI with their Xceptor investment resulting in long term loyalty
• Expansion: helping the client to expand their use of Xceptor through use case discovery and facilitating opportunity referrals for our Sales and Partner teams
• Monitor and analyse user behaviour, volume data, feedback, and client satisfaction (NPS/CSAT), and proactively intervene to prevent churn and increase loyalty
• Support a portfolio of clients and ensure their success and satisfaction throughout their lifecycle, owning business and delivery relationship with stakeholders and users
• Drive upgrade, use case and new feature uptake for your clients through demos and webinars, and position our Success Packs and Professional Services for smooth enablement  
• Build and maintain strong relationships with key decision-makers and influencers
• Identify and nurture client advocates who can provide testimonials, referrals, and create case studies
• Identify and address user pain points, use case troubleshooting, challenges, and opportunities 

Strategic: 

• Client Strategy; establish a trusted/strategic advisor relationship and drive continued value of Xceptor products and services with alignment on client goals and expectations
• Develop and execute Outcome Success Plans in partnership with clients to drive adoption, expansion, upgrades and renewal opportunities  

Commercial: 

• Achieve agreed annual targets on Net Retention Rate (NRR), churn, client adoption, sales leads, client advocacy, professional services and client software upgrades
• Use client usage metrics and data to create client insights and drive further adoption opportunities, and help generate sales leads  

🎯 Who we're looking for:

• At least 5+ years’ experience in Client Success, technical account management, or consulting in a B2B SaaS environment, working with business and technology stakeholders in Banks, Custodians, Asset & Investment Management or Fund Administrators  
• Experience working in a functional or technical role for a Bank, Custodian, Asset Manager or Fund Administrator, with an understanding of trade lifecycle workflow is a plus
• CSM Certification (desirable)  
• Experience delivering / managing Fintech SaaS services is advantageous  
• Deeply understanding clients’ needs, expectations, and goals is crucial 
• Building strong relationships not only with clients but also internal teams  
• Identifying potential risks and resolving them before they impact client satisfaction 
• Staying updated on client success trends, methodologies, and best practices 
• Good knowledge of automation, AI & strong understanding of the possibility's technology offers to streamline operations, specifically within Banking and Capital Markets 
• Good level of technical proficiency including understanding programming concepts and SQL 
• Strong understanding of CRM, analytics, and project management tools 
• Very strong presentation skills 
• Very strong organisational skills with ability to work independently 

🌍 Diversity & Inclusion at Xceptor

We believe great ideas come from everywhere — and that the best teams are made up of people with different backgrounds, experiences, and perspectives. At Xceptor, we’re committed to building a workplace where everyone feels welcome, valued, and empowered to be themselves.

We know that not everyone ticks every single box in a job description — and that’s okay. If you’re excited about this role and think you could make a difference, we’d love to hear from you. Your unique skills and experiences might be just what we need, even if you don’t meet every requirement.

We celebrate diversity and are dedicated to creating an inclusive environment for all employees — regardless of race, gender identity, sexual orientation, age, disability, religion, or background.

🌗 Hybrid at Xceptor