Head of Customer Success Enablement

The Work We Do

Teciem designs, builds, and delivers treasury and capital markets software solutions for financial institutions worldwide. We serve banks of every size and geography, offering the right setup for the right need.

Our solutions are designed to replace multiple disconnected systems with one complete, front-to-back platform, helping customers to capture trading and business opportunities quickly, clearly and with control. We cover the entire trading lifecycle, ensuring that everything - from execution to position keeping, to risk management – runs smoothly.

With decades of experience and one of the largest, most diverse client bases in the industry, we turn deep industry knowledge into software that covers most asset classes, meets complex real-world treasury and capital market's needs, and adapts as markets evolve.  

Head of Customer Success Enablement 

London | Reports to: Chief Customer Officer 

The organisation 

Teciem is a financial software solutions provider. Treasury and capital markets run through our name, our heritage and our DNA.  Through strategic acquisitions and continuous innovation, our people and products have pioneered financial software solutions as part of Misys and Thomson Reuters and most recently leveraged scale as the Treasury and Capital Markets business within Finastra.  Now with our new name, increased ambition and a new strategy we are in a phase of accelerated growth, innovation and transformation with a culture infused by transparency, accountability, performance orientation, our customer mindset and our people. 

The opportunity 

Teciem is building a new Customer organisation under the Chief Customer Officer, with clear accountability for customer health, retention and lifecycle outcomes. This role defines how Customer Success is done at Teciem: the roadmap, the best practice, the playbooks and the skills that let every CSM deliver consistent, measurable value to treasury and capital markets customers. 

Role purpose 

Build a consistent, high-performing Customer Success capability, so that every CSM runs proven plays, evidences the value customers receive, and drives renewal and expansion readiness. 

Core accountabilities 

• Own the Customer Success roadmap: how the CS function and its capabilities evolve over time 

• Design Customer Success best practice across the lifecycle and for each customer segment 

• Own the CS playbooks for Expand, Renew and Risk, and ensure they are adopted 

• Own value validation: the frameworks and methods CSMs use to evidence customer value 

• Own CSM enablement: onboarding, training, certification and ongoing capability building 

Key distinction: 

• Customer Success Enablement owns how CSMs work: roadmap, best practice, playbooks, value and skills 

• CCO Operations & Programs owns the data, signals, tooling, escalation management and programme mechanics those depend on 

• Head of Customer Experience owns VoC, NPS, CAB, advocacy and community 

• CRO owns