Customer Success Team Leader
About The Position
With more than 20 years of presence in financial services, OneRoyal is an award-winning, multi-licensed global broker, recognized for its strong regulatory foundation and dedication to delivering excellence. The company operates in full compliance with international regulatory standards and is licensed and regulated by ASIC, CySEC, VFSC, and FSA. OneRoyal offers online CFD trading across a diverse range of asset classes. With a global workforce of 200 talented professionals, the company fosters a dynamic, collaborative, and performance-driven environment that supports innovation and professional growth. As the Customer Success Team Leader, you will be responsible for leading and developing the Customer Success team to ensure a seamless customer journey, high conversion and retention rates, and exceptional service delivery. This role focuses on driving customer lifetime value, enhancing customer satisfaction, and supporting business growth within a regulated environment.
Requirements
- 5+ years of experience in Customer Success, Retention, or Account Management within the Forex industry
- 2+ years of experience leading and managing teams in a target-driven environment
- Strong understanding of customer lifecycle, conversion, and retention strategies
- Knowledge of forex platforms and KYC/AML compliance
- Excellent communication, leadership, and analytical skills
- Leadership and team development
- Client relationship management
- Analytical and reporting skills
- Attention to detail and compliance awareness
- Ability to work in a fast-paced, target-driven environment
Responsibilities
- Lead, coach, and develop Customer Success Agents to achieve conversion, retention, and revenue targets
- Monitor and manage team KPIs, including conversion rates, deposit activity, retention, and customer engagement
- Conduct regular performance reviews, coaching sessions, and training to enhance sales and communication skills
- Develop and execute strategies to increase lead-to-customer conversion and customer retention
- Identify high-value customers and implement targeted engagement and reactivation strategies
- Drive initiatives to reduce churn and increase customer activity levels
- Ensure a seamless onboarding process and ongoing client relationship management
- Oversee call quality, communication standards, and scripts
- Act as an escalation point for complex or high-value customer issues
- Work closely with Marketing and Support teams to align on campaigns and customer strategies
- Ensure full compliance with regulatory requirements (KYC/AML) and internal policies
- Track and analyze key metrics such as retention, churn, customer lifetime value, and revenue contribution
- Prepare regular reports and provide insights to senior management
- Continuously improve processes, tools, and workflows to enhance efficiency and results
Benefits
- Comprehensive private medical insurance
- Discretionary end-of-year bonus
- Hybrid working arrangement
- Ongoing training and professional development opportunities
- Twenty-one (21) working days of paid annual leave
- Twelve (12) days of sick leave
- Opportunity to work in an international work environment
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
