Head of Customer Success Enablement

Location: TCMi - London

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.

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 renewals, expansion deals and bookings
• Scope of Responsibility (Direct ownership)
• Enablement (primary focus)
• CS Roadmap Management (CS capability roadmap, priorities, maturity model)
• Best Practice Design (engagement models, success plan standards, lifecycle motions)

CS Playbooks (Expand, Renew, Risk)

• Value Validation (value frameworks, value reviews, customer value evidence)
• CSM Enablement (onboarding, training curriculum, certification, coaching)
• Capability & standards
• CSM competency framework and career pathways
• Quality standards for success plans and Quarterly Business Reviews
• Knowledge base and best practice sharing across regions
• Matrix / shared alignment (no direct ownership)

Sales / CRO

Renewals and expansion deals (fully owned by Sales)

Alignment of Expand and Renew plays with sales motions and Sales Enablement

COO

Onboarding and delivery handovers (Professional Services)

Support processes referenced in playbooks

CPO / CTO

Product knowledge and release readiness for CSMs

Product value drivers that inform value frameworks

HR / People

• Learning platforms, career frameworks and performance cycles
• CCO peers
• CCO Operations & Programs: signals, health scores, CS platform, at-risk and escalation governance that playbooks run on
• Customer Experience: VoC insight that informs best practice
• Important clarifications
• The role does not line-manage CSMs. It builds their capability; CSM line managers own day-to-day performance
• The role does not own renewals or expansion deals. It equips CSMs to drive renewal and expansion readiness
• The role does not own CS data, tooling or risk governance mechanics. It defines the plays that use them

Key Responsibilities

• CS roadmap management
• Define and maintain the Customer Success roadmap in line with the CCO strategy
• Assess CS maturity and prioritise the capabilities, processes and programmes needed next
• Work with CCO Operations & Programs to plan and track delivery of roadmap initiatives
• Best practice design
• Design the lifecycle motions CSMs run, from onboarding readiness through adoption, renewal and expansion
• Define engagement models by segment, aligned with the CCO coverage framework
• Set standards for success plans and QBRs, and review quality across the team
• CS playbooks (Expand, Renew, Risk)
• Build and maintain Expand, Renew and Risk playbooks: triggers, actions, owners and exit criteria
• Align Expand and Renew plays with Sales motions, and Risk plays with the At-risk process
• Measure playbook adoption and effectiveness, and refine plays based on outcomes
• Value validation
• Develop value frameworks by product and use case that reflect how treasury and capital markets customers measure success
• Equip CSMs to agree measurable outcomes in success plans and evidence them in value reviews
• Build a library of validated value stories to support renewals, expansion and advocacy
• CSM enablement
• Run CSM onboarding to reduce time to productivity
• Own the training curriculum and certification: CS methodology, product, domain and commercial skills
• Provide coaching and skills development, informed by the competency framework
• Drive adoption of CS tools and processes in partnership with CCO Operations & Programs

Success metrics

Primary

Gross Revenue Retention (GRR)

• Playbook adoption and effectiveness
• % of accounts with success plans containing validated, measurable outcomes
• CSM ramp time to full productivity
• CSM certification and competency coverage

Secondary

• Retention and expansion outcomes where plays are run (influence)
• Success plan and QBR quality scores
• CS roadmap delivery against plan
• Validated value stories captured
• Operating model principles

Clear RACI (critical)

• CS Enablement → CS roadmap, best practice, playbooks, value validation, CSM capability
• CCO Operations & Programs → operating model, customer insight, tooling, renewal and risk process, escalation management, Always-N programme
• Head of Customer Experience → VoC, NPS, CAB, advocacy, community
• CSM line managers → day-to-day CSM performance and account execution
• CRO → sales, account planning, renewals, bookings
• COO → delivery, upgrade execution, support, escalation resolution
• Product → roadmap
• Objective: one consistent, repeatable way of doing Customer Success across every region and segment.
• Organisation design
• Reports to

Chief Customer Officer

What this role is not

• Not a CSM line management role
• Not a Sales Enablement or renewals ownership role
• Not a training-only function
• It is the owner of how Customer Success is done at Teciem, accountable for a consistent, high-performing CSM capability.

Diverse Minds, Shared Ambition

At Teciem, we believe that our strength comes from the diversity of our people. Different perspectives, backgrounds, and experiences fuel our innovation and help us build solutions that truly make a difference in the world of financial technology.

We’re committed to creating a workplace where everyone feels respected, heard, and empowered to grow. Here, you can bring your whole self to work, contribute your unique ideas, and be part of a team driven by shared ambition.

We welcome talent from all walks of life and encourage applications from individuals of all genders, races, ages, abilities, identities, and beliefs. Together, we’re shaping a culture where diversity isn’t just celebrated — it’s essential to our success.