Customer Success Manager

About the Role

At Spencer Logic, our brokers' success is our success. As Customer Success Manager, you'll be the primary relationship owner for a portfolio of live brokerage clients — ensuring they extract maximum value from the Spencer Logic platform, grow their businesses, and never consider switching.

This role is equal parts strategic advisor, product expert, and trusted partner. You'll work closely with Sales, Engineering, and Product to turn client challenges into platform improvements and renewals into expansions.

What You'll Do

• Own a portfolio of 15–25 brokerage accounts from post-launch through the full customer lifecycle
• Conduct regular business reviews (monthly/quarterly) with C-level stakeholders at client brokerages
• Monitor platform health, trader metrics, and usage data to proactively identify risks and opportunities
• Drive product adoption — ensuring clients are leveraging Spencer Trader, Invest Social, Risk Management, and reporting tools
• Manage renewals, upsells, and expansion into new products or markets
• Serve as the voice of the customer internally — documenting feedback, escalating issues, and influencing roadmap
• Lead onboarding for new clients in collaboration with the implementation team
• Build playbooks, knowledge base content, and success frameworks to scale the CS function

Requirements

• 3+ years of Customer Success, Account Management, or Client Services experience in B2B SaaS or fintech
• Demonstrated ability to manage executive-level client relationships
• Strong analytical mindset — comfortable interpreting platform metrics and trading data
• Experience driving renewals and expansions in a revenue-accountable CSM role
• Exceptional written and verbal communication skills
• Ability to manage a high-volume portfolio with strong prioritisation and time management
• Comfortable working across time zones with international clients (MENA, APAC, Europe)

Nice to Have

• Background in retail brokerage, FX/CFD trading, or fintech platforms
• Familiarity with MT4/MT5 trading platforms or white-label brokerage operations
• Experience with CSM tooling (Gainsight, ChurnZero, HubSpot)
• Arabic, Spanish, or Mandarin language skills