Global Head of Client Success Management & Education Services

About Xceptor

Data is at the heart of everything we do: Xceptor has been designed around data manipulation in its broadest sense. We source data from wherever it flows. We curate, normalise, validate, repair, and enrich that data so it reaches its destination in a reliable and consistent format. Data coming out of Xceptor is data our clients can trust.

We are recognised as an expert in the Financial Services vertical, which strongly aligns with Business Users in Middle and Back-Office teams. We enable these users to solve their data challenges by themselves, rather than through a technology-led project.

Our mission is to empower business users within financial institutions to build automated processes that deliver trusted data.

Our Values Are:

• Client Centricity
• One Team
• Impactful

🚀 Your Role & Team:

The Head of Client Success Management and Education Services is responsible for leading and managing both the Client Success Management and Education Services teams to ensure exceptional client satisfaction, product adoption, retention, and platform competency. Reporting directly to the Chief Client Officer, this role involves developing and implementing integrated strategies that drive client success through both proactive relationship management and comprehensive educational enablement. 

This leader will oversee client onboarding processes, develop and deliver world-class training programs and certifications, and collaborate with cross-functional teams including Marketing, Sales, Product Development, and Client Delivery to enhance the overall client experience. The Head of Client Success and Education Services will play a crucial role in driving client loyalty, accelerating value realization, and maximizing the value clients derive from Xceptor's products and services. 

• The Client Success Management (CSM) function accompanies our clients in every phase of their journey with Xceptor. Our CSM's provide the critical conduit between our clients and Xceptor, acting as their trusted advisor and voice within our organization. The CSM team leverage well-defined maturity and governance models to establish value driven partnerships, focusing on deeply understanding our clients’ desired business outcomes, then enabling them to achieve these outcomes in the shortest and most efficient manner. 
• The Education Services (ES) function empowers clients and partners to maximize value from the Xceptor platform through comprehensive training, certification programs, and educational resources. By building Xceptor awareness, strengthening community engagement, and accelerating adoption through structured learning pathways, Education Services plays a pivotal role in driving client success and long-term platform proficiency. 

🧩 What You’Ll Be Doing:

Strategic Leadership

• Develop and implement integrated Client Success Management and Education Services strategies that enhance client satisfaction, accelerate adoption, and increase retention.
• Analyse client data, training metrics, and feedback to identify trends and make data-driven recommendations to senior management.
• Collaborate with Marketing to build Xceptor awareness (REACH) and strengthen community engagement.

Client Success Management

• Monitor and manage client health metrics, centralizing data to enable scalable outreach and repeatable adoption, renewal and risk playbooks.
• Act as client advocate, representing their needs while balancing organizational goals.
• Attract, develop, and lead a team of highly motivated client success managers providing exceptional client service.

Education Services

• Build and lead the centralized Cape Town Education Services team, high engagement
• Develop and deliver training curricula, certification programs, and educational content that accelerate client value realization (ADOPTION).
• Collaborate with Client Delivery to identify, deliver, monetize instructor-led training
• Measure training effectiveness and impact on adoption and retention.

Collaboration & Stakeholder Management

• Partner with cross-functional teams including Sales, Marketing, Product Development, and Client Delivery to drive integrated client success initiatives.
• Establish and maintain strong relationships with key clients and partners, proactively addressing issues and concerns.

🎯 Who We'Re Looking For:

• 15+ years of experience in Financial Service software, client-facing.
• Proven track record of leading a global Client Success Management team.
• Demonstrated experience building and leading education, training, or learning functions within a software/SaaS environment.
• Experience developing training curricula, certification programs, and measuring training effectiveness
• Exceptional leadership, communication, and interpersonal skills.
• Strategic thinking and business acumen with the ability to balance client advocacy with commercial objectives.
• Experience collaborating with Marketing, Sales, Product, and Professional Services teams
• CSM certification (desirable)
• Training or instructional design certification (desirable)
• Ability to travel internationally as needed.

🌍 Diversity & Inclusion At Xceptor

We believe great ideas come from everywhere — and that the best teams are made up of people with different backgrounds, experiences, and perspectives. At Xceptor, we’re committed to building a workplace where everyone feels welcome, valued, and empowered to be themselves.

We know that not everyone ticks every single box in a job description — and that’s okay. If you’re excited about this role and think you could make a difference, we’d love to hear from you. Your unique skills and experiences might be just what we need, even if you don’t meet every requirement.

We celebrate diversity and are dedicated to creating an inclusive environment for all employees — regardless of race, gender identity, sexual orientation, age, disability, religion, or background.

#Li-Th1 #Li-Hybrid

Please Note:

• Xceptor works with clients in financial services and our offers of employment are subject to the satisfactory completion of background checks, which includes criminal record checks, and credit reference checks.
• If you have any employment gaps exceeding three months within the last six years, we will request additional information and evidence to clarify those periods.