Head of Customer Success

Overview

As the Head of Customer Success, you will be based in London and will oversee our global customer success teams located in Sydney, Kuala Lumpur, Lisbon, and London. You will ensure that our clients receive unparalleled support and service, fostering a customer‑first culture throughout the team.

We are Trade Nation. We help our customers power up their trading through killer insights, transparent costs, and fairer ways to trade. We are innovators and proud of it. In our decade as a market‑leading low‑cost trading powerhouse, our reach has expanded globally via teams operating in the UK, Australia, Portugal, South Africa, Seychelles, and The Bahamas. Founded on transparency, forged in trust, and powered by people, we are committed to empowering our customers to outperform the markets by minimising costs and leveraging technology to provide the lowest trading costs.

You are something special. You take pride in being unique and bring a history of success to the table, finding solutions to daily challenges in an innovative way. Whether you speak loudly or quietly, what matters is that you follow through to ensure every customer thrives. You don’t restrict yourself to a single path; you’re willing to break out of your lane to help others or forge your own completely.

Every problem is viewed as a unified challenge. Because Trade Nation’s people share a vision, and you aim to contribute significantly to that vision. You know when to take calculated risks that propel you to become better. You’re unafraid to try, fail, and try again, and you’ll find unwavering support at Trade Nation as you continue to learn and grow.

We have each other’s backs. We challenge each other. Be more creative, more curious, and more bold. We thrive together, taking our work to the next level. We form strong bonds through team‑building and social events. We don’t judge; instead, we teach and are open to learning. We step up, taking ownership and supporting one another to do the same.

• Leading and managing the global customer success teams, ensuring consistent and high‑quality client service across all regions.
• Maintaining a strong customer focus and in‑depth knowledge of the CFD and financial spread betting industry to meet client needs effectively.
• Utilising Hub Spot as the central customer success management tool, ensuring seamless integration with other operational and client management systems.
• Collaborating closely with the trading team, premium client management, account executives, payments, new business, and client onboarding teams to ensure a holistic and integrated client journey.
• Reporting directly to the COO and contributing to the strategic direction and continuous improvement of the customer success function.

• Proven experience in a senior customer success or client services role within the CFD or financial spread betting industry.
• Strong leadership and team‑management skills with experience leading geographically dispersed teams.
• Excellent communication, with confidence to engage effectively with individuals at all levels, supported by strong interpersonal skills and a strong customer‑first mindset.
• Proficiency in using Hub Spot or similar customer‑success platforms.
• Comfortable adapting to new technology and using it effectively to support the customer success and operational efficiency.
• Ability to analyse and utilise customer data to drive improvements and enhance the client experience.

• Competitive salary, and discretionary annual bonus.
• Private healthcare.
• Life Insurance, Critical Illness & Income Protection cover.
• Active Lifestyle allowance.
• Annual leave above minimum entitlement.
• Up to 3 weeks allowance to work in any location.
• Fresh fruit weekly.