Customer Success Manager

Job description

We're seeking a Customer Success Manager to join our team at Axcera and take ownership of the customer journey, from commercial handover through onboarding and go-live to ongoing growth and development. Your mission is to help our customers launch with confidence, maximise the value they gain from the Axcera platform, and build stronger, more competitive businesses within the prop trading industry. To succeed in this role, we believe you are proactive, relationship-driven, and genuinely motivated by the opportunity to influence outcomes and make an impact. You'll act as the main point of contact for your customers, develop a deep understanding of their businesses and objectives, identify risks and opportunities early, and continuously help them improve both how they use our platform and how they operate their businesses. Key Responsibilities Own customer onboarding from commercial handover through successful implementation and go-live. Own the ongoing customer relationship, maintaining regular engagement and acting as the main relationship contact throughout the customer lifecycle. Monitor customer health, product usage and business signals to identify churn risks, renewal risks and opportunities early and proactively drive the right actions. Identify upsell and expansion opportunities based on customer needs, growth, product usage and business objectives. Conduct regular business reviews, discussing customer performance, challenges, objectives, priorities and opportunities. Drive product success by educating customers, increasing adoption and helping them get maximum value from the Axcera platform and its capabilities. Drive prop success by understanding customers' businesses and sharing relevant industry knowledge, operational best practices and insights that can help them build and grow successful prop trading operations. Act as the voice of the customer internally, working closely with Product, Support, Sales and other teams to ensure customer needs and feedback are understood and acted upon. Manage customer escalations and coordinate internally to drive issues toward a successful resolution. Leverage AI, automation and customer data to work more efficiently, identify insights faster and continuously improve the customer experience. Essential Skills Proven experience in Customer Success, Account Management or a similar customer-facing role within a technology or fintech environment. Previous experience within 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 beyond the product itself. Strong relationship-building and communication skills, with confidence engaging with customers at different levels. Commercial mindset with experience identifying customer risks, renewals and growth opportunities. Strong analytical skills and the ability to use customer, product and business data to identify risks and opportunities. Proactive and solutions-focused, with the ability to anticipate customer needs rather than simply react to requests. Ability to manage multiple customer relationships and priorities in a fast-paced environment. Comfortable using CRM, customer success and support tools. Enthusiasm for using AI and automation to improve efficiency and customer outcomes. Professional Attributes Customer and business focused: genuinely interested in understanding how customers operate and what makes them successful. Proactive: identifies needs, risks and opportunities before being asked. Commercially minded: understands the connection between customer success, retention, expansion and long-term growth. Structured and accountable: takes ownership of customer relationships and follows through on commitments. Industry curious: stays close to developments within prop trading and financial markets and turns that knowledge into value for customers. Comfortable in a fast-paced environment: adapts quickly and takes ownership in a business where priorities and products continue to evolve. Why Axcera? At Axcera, Customer Success goes beyond traditional account management. You'll work closely with prop trading businesses, helping them successfully launch, grow with our technology and improve how they operate. You'll have the opportunity to build strong customer partnerships, work closely with our Product and commercial teams, and directly influence both customer outcomes and the continued development of the Axcera platform.