Position: Customer Success Manager

Reports to: Head of Customer Success

Location: New York City, USA

The opportunity:

As a Customer Success Manager, you will report to the Head of Customer Success and take ownership of leading MillTech's US Customer Success operation, working closely across business units to guide customers from initial engagement through onboarding, ongoing support, and business development. You will build trusted, long-term relationships with customers, helping them achieve their objectives while deepening and strengthening their partnership with MillTech.

The role requires an entrepreneurial and ambitious mindset, with a strong focus on maximising customer outcomes through the effective use of MillTech's products and services. You must be a self-starter who is confident working autonomously, using initiative and creativity, while developing deep expertise in FX, Cash products and associated trade workflows.

Key responsibilities:

• Lead MillTech's US Customer Success operation, working autonomously and using initiative to drive the business forward.
• Strong communication skills to manage the needs of clients and internal stakeholders.
• Act as a senior customer advocate, supporting customers across all aspects of their relationship with MillTech and helping them achieve their business goals.
• Lead the onboarding of new customers, ensuring a smooth, timely, and efficient process across operational, commercial, regulatory, financial, and technical requirements.

• Proactively engage with customers to ensure they are deriving maximum value from MillTech's products and services, maintaining regular contact to address concerns and optimise the overall customer experience.
• Take a lifetime-value approach to customer relationships, identifying opportunities to upsell or cross-sell relevant products and services.
• Respond to customer feedback, questions, and concerns in a professional, efficient, and agile manner.

Requirements (essential):

• Proven previous experience in a customer success role, ideally within financial services particularly foreign exchange.
• A self-starter, confident working autonomously and comfortable taking full responsibility for leading the US operation.
• Excellent communication skills, with a proactive approach to engaging customers and understanding their requirements and goals.
• A strong commitment to building long-term, high-quality customer relationships and developing best-in-class customer success practices and policies.
• Excellent problem-solving abilities, working collaboratively with colleagues across the business, external counterparties and vendors to resolve customer issues effectively and efficiently.
• A high degree of empathy and the ability to identify practical, customer-focused solutions.
• Strong organisational and project management skills, with the ability to manage multiple priorities while maintaining consistently high standards.
• Strong listening skills, combined with excellent technical and sector knowledge to support customers from onboarding through day-to-day operations.
• Advanced data and software skills, with the ability to leverage modern tools and techniques to deliver outstanding customer success outcomes.
• Excellent written and verbal communication skills in English; additional languages are an advantage.
• A positive, can-do attitude, with a willingness to think creatively and explore innovative solutions to challenges.
• A commitment to continuous professional development to ensure skills and expertise remain at the highest level.
• The highest standards of integrity, with the ability to act with due care, skill, diligence, and confidentiality in line with market conduct standards.

What we offer in return:

Our commitment is to help you flourish in this role, through support with your professional development, opportunities to be involved in key projects, and exposure to challenges that you may not be offered in a larger organisation. We will provide:

• A competitive salary with annual reviews;
• 25 days' paid annual leave plus an additional day per year of service;
• Excellent staff development and training opportunities;
• Flexible working arrangements including remote working;
• Healthcare
• 401(k) with employer match

How to apply?

We would like to hear from you if you think that you're a good fit for this role. To apply you should upload your CV. One of the team will then be in touch with you to discuss the next steps.