CSM Onboarding

JOB TITLE

Customer Success Manager, Onboarding Specialist

DEPARTMENT

Customer Success

REPORTS TO

Head of Customer Success Management, EMEA

DATE OF JD

June 2026

JOB PURPOSE:

The Customer Success Manager – Onboarding Specialist is responsible for leading the successful onboarding and implementation of new clients across SGX FX’s institutional FX trading platforms. Acting as the primary point of contact during the implementation phase, the role ensures clients achieve a smooth transition from contract signature through to go-live and early adoption.

Working closely with Sales, Product, Technology, and Support teams, the Onboarding Specialist will coordinate client implementations, deliver training programmes, configure initial platform setups, and drive onboarding best practices. The role offers a structured career progression path into a full Customer Success Manager position, providing an opportunity to develop deep product expertise before taking ownership of a portfolio of strategic client accounts.

KEY RESPONSIBILITIES:

• Lead and manage new client onboarding projects from kickoff through go-live, ensuring timely and successful delivery of solutions according to customer needs.
• Coordinate training sessions and develop training materials to ensure clients maximise platform utilisation from day one.
• Work closely with Sales, Product, and Technology teams to integrate new clients and ensure smooth handoffs.
• Develop and optimise onboarding processes, identifying opportunities for efficiency improvements and enhanced client experience.
• Ensure timely and successful delivery of solutions according to customer needs and objectives during the implementation phase.
• Communicate clearly the progress of onboarding initiatives to internal and external stakeholders.
• Gradually build and manage your own portfolio of accounts as you transition from onboarding focus to full account management.
• Provide exceptional client service during the critical onboarding period to establish strong foundation for long-term relationships.
• Monitor and track onboarding metrics to ensure clients achieve expected outcomes and time-to-value targets.
• Accept ownership for accomplishing new requests and enhance department reputation through excellence in client implementation.

PERSON SPECIFICATIONS:

• Experience in client onboarding, implementation, or project management within financial services or technology sectors
• Strong project management and coordination skills with proven ability to manage multiple implementations simultaneously
• Excellent training and presentation skills with the ability to explain complex technical concepts clearly
• Demonstrated ability to communicate and influence effectively at all levels of an organisation
• Experience in delivering client-focused solutions based on customer needs during implementation phases
• Proven ability to pay strict attention to detail whilst managing competing priorities
• Excellent verbal and written communication skills for client-facing interactions
• eFX knowledge highly desirable, with willingness to develop deep platform expertise
• Self-motivated with the ability to work independently and collaboratively across teams
• Natural problem-solver with critical thinking skills and process improvement mindset
• Desire to develop into full account management role with increasing client responsibilities
• Ability to thrive in a dynamic, fast-paced environment with evolving responsibilities