Building the CS Tech team & international rollout

Context

Agicap, a treasury fintech, started out 100% European (France and Germany), with no international banking connectivity. The first clients expanding internationally paid through “centralizing banks”: a detour through a French bank, relayed via SWIFT. It worked, but it was expensive and slow to set up — and it required, country after country, people able to technically lead each new banking connection. That need is what created the Customer Success Tech team: without it, every new country started from zero.

The real obstacle

The first US launch failed: connectivity was too expensive against the US market. The no-go decision didn’t just call the technical approach into question — it also forced a rethink of the team model before replicating it elsewhere. Rather than patching things up, a year of rebuilding produced a repeatable team model, later deployed country by country.

What it actually took

Building the team from scratch

Building the Customer Success Tech team at Agicap from scratch: defining the scope of the role, the required skills, and how the team works with Product and Support.

Hiring & upskilling

Hiring, technical training, and upskilling of team members, so they could independently configure banking connections and hold technical conversations with clients.

Technical onboarding

Setting up technical onboarding and pre-onboarding processes, to reduce the time before a new team member is operational on client files.

International rollout

Deploying the CS Tech model across every country in the group (France, Germany, Spain, Italy…), adapting the local setup without losing the consistency of the team model.

EBICS connections

Responsible for EBICS banking connections and oversight of their configuration, accountable for the reliability of the connections the team set up.

See also

This assignment also had a technical side: leading international banking connections (SWIFT, Host-to-Host) at Agicap →