Customer Success Specialist

Customer Success Specialist

MDOTM is the global leader in AI-driven investment solutions. Founded in 2015, we earned significant recognition in 2017 as the only European fintech startup selected by Google for its acceleration program in Silicon Valley. Since then, we have been growing continuously, establishing a strong international presence with offices in London, Milan, and New York. If you are looking for a fast-paced environment and you are willing to take ownership, this is the right opportunity for you!

Role Overview

MDOTM is looking for a proactive and client-oriented Customer Success Specialist. The ideal candidate combines strong communication skills with a problem-solving mindset and a genuine interest in delivering high-quality client experiences.

In this role, you will work closely with colleagues across Operations, Product, and Business Development, contributing to both the execution of day-to-day activities and the continuous improvement of client experience. You will play a key role in bridging clients, business needs, and product development, helping translate MDOTM's long-term strategy into effective and scalable client solutions.

Key Responsibilities

• Own end-to-end client relationships, acting as the primary point of contact and trusted partner throughout onboarding and ongoing engagement
• Lead and continuously improve onboarding and training processes, ensuring clients fully adopt and effectively use MDOTM's solutions
• Monitor client engagement, usage, and performance, proactively identifying risks and opportunities to enhance the client experience
• Drive client success by defining clear success metrics, tracking progress, and ensuring clients achieve their desired outcomes
• Deliver high-quality, tailored presentations and insights, supporting both existing client relationships and commercial opportunities
• Act as the voice of the client internally, translating feedback into actionable improvements and collaborating with Product to refine solutions and processes
• Identify and support opportunities for account growth, retention, and increased product adoption
• Take ownership of initiatives to improve client experience, processes, and product evolution, contributing proactively to company objectives

Skills Required

• Bachelor's or Master's degree in Economics, Business Administration, Management, or related fields
• Proven ability to manage client relationships in a B2B or institutional environment (fintech/financial services/investment management space is a strong plus)
• Strong communication skills, with the ability to translate complex or technical concepts into clear, actionable insights
• Ability to connect client needs with product solutions, translating requirements into concrete developments
• Interest in financial markets and quantitative solutions is a plus
• Strong time management skills and a highly analytical mindset
• Proficiency with Microsoft Office applications
• Proactive, ownership-driven mindset with the ability to operate autonomously and contribute to continuous improvement

Why Join Us?

• Work at the leading edge of technology, leveraging our decade of experience in proprietary AI to build the next generation of industry-defining tools.
• Competitive salary & truly flexible work environment.
• Benefit from an unlimited learning and development budget to stay at the bleeding edge of AI research, alongside a fast-track path into technical leadership or principal research roles.
• Collaborate daily with an ultra-international team (18+ nationalities) spread across our offices in Milan, London, and New York.
• Annual company retreat at a stunning location.
• Fast-track career progression, with opportunities to grow into leadership roles.