Job
Core
Lead and develop a Customer Success team to drive conversion, retention, and revenue targets for CFD trading clients in a regulated environment.
Role type
Senior Customer Success Team Leader
Builds
Customer retention and lifetime value for online CFD trading accounts
Domain
Financial Services / Forex Trading
Deliverable
client delivery
Required skills
Team leadership and coaching, Conversion and retention strategy, KYC/AML compliance, Performance analytics, Client relationship management, Process improvement
Preferred skills
Experience in target-driven environments, Knowledge of forex platforms
Technologies
None stated
Responsibilities
Lead, coach, and develop Customer Success Agents to achieve conversion and revenue targets; Monitor and manage team KPIs including conversion rates and retention; Conduct performance reviews and training; Develop strategies to increase lead-to-customer conversion; Identify high-value customers for targeted engagement; Drive initiatives to reduce churn; Ensure seamless onboarding and client relationship management; Oversee call quality and communication standards; Act as escalation point for complex issues; Collaborate with Marketing and Support teams; Ensure compliance with regulatory requirements; Track and analyze key metrics; Prepare reports for senior management; Improve processes and workflows
Seniority
Senior, hands-on IC with team management