Elwood

Customer Success Manager

• Own a defined book of clients and act as the accountable owner of each client’s success throughout their lifecycle.
• Build relationships with senior stakeholders, proactively manage expectations, and ensure satisfaction and retention.
• Lead end-to-end client onboarding, integration, and platform adoption.
• Design tailored platform solutions, product recommendations, and commercial opportunities based on client workflows and objectives.
• Translate client needs into structured technical specifications for Product and Engineering teams.
• Partner with APAC Sales on prospective client meetings, platform demonstrations, and pitches to institutional buyers.
• Identify and develop upsell and cross-sell opportunities within existing accounts.
• Represent Elwood at industry events and discussions with ecosystem partners and venue integrators.
• Participate in the APAC support rota during APAC business hours, with follow-the-sun handover to London.
• Investigate and resolve complex issues involving order flow anomalies, market data feeds, and execution exceptions.
• Create and maintain support documentation and internal knowledge base articles.
• Improve support workflows, tools, and processes to enhance customer experience and internal efficiency.

Technical Client Success Manager