• 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

We love the buzz of the office and the flexibility of home—so at Xceptor, you get the best of both. Our people spend 2-3 days per week in the office collaborating, brainstorming, and connecting in person. The rest is up to you. It’s all about great teamwork, balanced with the freedom to work your way.

Please note:

• Xceptor works with clients in financial services and our offers of employment are subject to the satisfactory completion of background checks, which includes criminal record checks, and credit reference checks.
• If you have any employment gaps exceeding three months within the last six years, we will request additional information and evidence to clarify those periods.