Head of Client Success

About this role

Please note that we will only be able to accept candidates who have the appropriate rights and documentation for employment in Malaysia.

Who We Are.

Axi is a leading global provider of margin and deliverable Foreign Exchange, Contracts for Difference (CFDs), and Financial Spread betting. Our business has evolved into a world-class, multifaceted brokerage with offices in six regions. With heavy investment in the latest trading technology, Axi seeks to offer the most comprehensive end-to-end trading experience available, servicing traders of all levels from beginners to institutional-level clients.

Let's talk about the cool stuff you will do at Axi!

Lead Axi’s global Client Success function, owning the end-to-end servicing experience for our global clients and partners. Deliver against Axi’s company service targets, dramatically reduce the ratio of agent-managed contacts through AI, automation, and self-service initiatives, and evolve the function from reactive servicing into a retention-focused function that supports revenue growth, client lifetime value, and brand trust

Your EDGE Assignment/You Will

Servicing Leadership & Operational Excellence

• Lead a global Client Success team owning servicing across all our contact channels, ensuring operational coverage, service consistency, and adherence to company standards and policies.

• Deliver against Axi’s company service targets, including responding to live chat, emails and CSAT metrics within agreed service levels and reporting frameworks.

• Own DevRev as the primary servicing platform, ensuring data quality, workflow design, and reporting accuracy, and operational processes support credible KPI measurement, audit readiness, and executive reporting.

• Drive continuous improvement initiatives to reduce manual servicing effort (i.e. Reduce the ratio of Client Contacts Managed by Agents to Active Clients (CCMA/AC), improve operational efficiency, and remove non-value-add activities or manual efforts that do not require human judgement.

• Ensure servicing operations comply with internal controls, risk management standards, regulatory obligations, and approved governance frameworks across all operating jurisdictions.

AI & Automation-Led Servicing Transformation.

• Act as the functional lead and domain expert on agentic AI and automation for client servicing, partnering with Product, Tech, and external AI specialists to design, deploy, and continuously improve AI-enabled servicing capabilities govern AI agents that resolve client contacts end-to-end.

• Drive and execute the contact deflection roadmap toward the agreed goal, prioritising servicing improvements for contact drivers by volume, cost-to-serve, operational efficiency and client effort, and reporting progress to the executive team.

• Lead the transition and structural shift from agent-managed servicing to AI-enabled and self- servicing models, owning the target ratio of agent-managed tickets to total tickets and redesigning workflows, operating structures, role scope, and servicing capacity in line with approved automation outcomes.

• Design, implement, operationalise and maintain a tiered servicing model aligned to client segmentation and business requirements (in which Blue tier clients are serviced end-to-end by AI agents), ensuring servicing resources are appropriately allocated between automated servicing, proactive engagement (freeing human capacity to focus on higher-tier clients), and complex case resolutions.

• Embed automation, RPA, workflow optimisation, and self-service principles into servicing operations, process design and every material contact driver, before additional headcount requests are proposed – in line with the executive commitment to use AI and automation before hiring.

• Partner with Product, Technology, and AI teams to ensure client servicing insights, complaints, and contact data/drivers are incorporated into Product & AI roadmaps, operational enhancements, and automation priorities to reduce avoidable contact demand – ensuring that AI investment is sequenced by business impact.

Client Retention, Commercial Contribution, and Team Leadership

• Evolve Client Success from a reactive servicing team into a retention-focused servicing function by embedding retention KPIs, reactivation workflows, and proactive client outreach into the operating model.

• Partner with Sales, Marketing, Onboarding, and VIP Servicing, Risk and Compliance and other internal stakeholders to support client lifecycle management, escalations, servicing recovery actions, and cross-functional initiatives protect Active Client Base (Retention), Net Deposits, and commercial outcomes (Trustpilot).

• Monitor and report on servicing trends, retention performance, client feedback, complaints, and operational insights, ensuring risks and improvement opportunities are escalated promptly and appropriately.

• Lead, coach and develop a high-performing multi-country leadership bench, including setting clear performance expectations, with succession planning, capability development, and performance management outcomes at every level.

• Foster a culture of accountability, client centricity, operational discipline, continuous improvement, and…