【Fintech】Sr. Customer Success Manager

Salary: Competitive and based on experience / Location: Taipei - Join a globally recognised fintech leader at the forefront of quantitative analytics and risk management solutions, supporting top-tier financial institutions worldwide. - Be empowered to drive strategic customer engagements, foster long-term relationships, and collaborate with expert teams across product development, sales, and engineering.

Keywords: customer success, relationship management, capital markets, analytics, quantitative finance, stakeholder engagement, hybrid working

What you'll do:

As a Senior Customer Success Manager based in Taipei, you will be entrusted with nurturing high-value relationships with leading financial institutions. Your day-to-day responsibilities will revolve around understanding each client’s unique operational landscape within capital markets—particularly those leveraging advanced analytics or quantitative SaaS solutions—and ensuring they derive maximum benefit from cutting-edge products. You will orchestrate every stage of the customer journey: from onboarding through ongoing support to identifying new avenues for growth. By collaborating across departments such as product development, sales, services, and engineering, you will help shape solutions that address real-world challenges faced by clients. Your ability to listen empathetically to customer feedback will position you as their trusted advocate internally. Regular business reviews with stakeholders will allow you to proactively address concerns before they escalate while also uncovering new opportunities for partnership. Through your efforts in promoting advocacy relationships—such as facilitating case studies or speaking engagements—you will further strengthen the company’s reputation as a valued partner in the industry. Travel may be required to meet clients face-to-face when necessary.

• Build, manage, and expand strategic senior-level relationships with assigned customers by consistently delivering a positive and customer-centric experience that exceeds expectations.
• Devise and execute proactive success strategies tailored to each customer account, conducting regular business reviews with key stakeholders to ensure alignment with their evolving needs.
• Develop deep expertise in how customers operate within capital markets environments and educate internal teams on best practices for supporting them more effectively.
• Collaborate closely with Sales, Product Development, Services, and Financial Engineering teams to deliver seamless customer experiences across all touchpoints.
• Act as a dedicated advocate for customers by capturing feedback, reporting requests to internal stakeholders and senior management, and ensuring their voices are heard throughout the organisation.
• Efficiently manage your time to focus on activities that drive customer satisfaction, retention, and account growth while balancing multiple priorities.
• Support revenue retention and expansion by encouraging increased adoption of services and identifying new usage opportunities within existing accounts.
• Identify potential areas for business expansion or upsell opportunities and partner with sales colleagues to successfully close these initiatives.
• Promote advocacy relationships with strategic customers by facilitating case studies, speaking engagements, references, and other marketing collaborations that showcase client success stories.
• Analyse usage patterns to gain actionable insights that inform Sales, Marketing, and Product Strategy teams about opportunities for enhancing customer satisfaction.

What you bring:

To excel as a Senior Customer Success Manager in this forward-thinking fintech environment, your background should reflect significant experience engaging directly with clients—ideally within capital markets or related sectors where analytics play a central role. Your proven track record should include not only managing but also expanding key accounts through thoughtful relationship-building and strategic planning. You bring an empathetic approach to communication that allows you to truly understand client needs while advocating effectively on their behalf within internal teams. Your educational foundation in technical disciplines equips you with the analytical mindset needed to grasp complex financial products quickly. Experience handling derivatives or fixed income analytics is particularly advantageous given the nature of many client portfolios. In addition to your technical acumen, your interpersonal skills enable you to collaborate seamlessly across departments—from sales through engineering—ensuring unified support for every client initiative. Your ability to analyse data trends helps inform broader business strategies while keeping customer satisfaction at the forefront.

• At least five years’ experience in a customer-facing role such as customer success management, relationship management, sales or pre-sales consulting within or servicing capital markets clients is essential for this position.
• Ideally two to three years’ direct experience in a Customer Success function within capital markets—especially in analytics-driven or quant-heavy SaaS technology companies—will set you apart.
• Demonstrated expertise working with derivatives or fixed income analytics in trading environments or risk management technology is highly beneficial for this role.
• Exceptional stakeholder management skills are required; you must be able to build rapport across cross-functional teams while managing account risks and issue escalations tactfully.
• Outstanding collaboration and communication abilities are vital; you should be comfortable influencing multiple stakeholders—including prospective clients—without direct authority.
• Empathetic communication style is crucial; being able to represent the voice of the customer internally while remaining closely engaged with their needs maximises solution success.
• Proven skills in orchestrating complex customer journeys towards both business and technical goals are highly valued here.
• A Bachelor’s degree in a technical discipline such as Computer Science, Information Technology, Engineering, Quantitative Finance, Financial Engineering, Mathematics or Physics is required.

What sets this company apart:

This organisation stands out as an established leader in financial technology innovation since 1996—empowering global financial institutions through transformative quantitative analytics and software solutions. With recent strategic acquisitions bolstering its capabilities even further, it continues to set benchmarks for excellence in pricing and risk management across capital markets. Employees benefit from an inclusive culture that values knowledge-sharing and teamwork above all else; cross-functional collaboration is encouraged at every level so everyone can contribute meaningfully toward shared goals. The hybrid working model provides flexibility without sacrificing connection—enabling staff based in Taipei to enjoy both remote work options and valuable face-to-face interactions at least twice weekly. Professional development is prioritised through access to training resources designed specifically for those passionate about staying ahead in fintech innovation. Above all else, employees take pride in knowing their work has real-world impact: helping clients transform risk into opportunity every single day.

What's next:

If you are ready to make a meaningful difference by empowering leading financial institutions through exceptional customer success management—and want your next career move to count—this could be your perfect fit.

Apply today by clicking on the link provided; take the next step towards joining an industry pioneer committed to your professional growth.