How to Scale Customer Success in the Financial Sector Without Losing Personalisation?

Iram Cook-Monie

Head of Customer Success



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In a recent enlightening podcast episode hosted by Adil Saleh and Taylor Kenerson, Iram Cook-Monie, the Head of Customer Success at Mosaic Smart Data, delved deep into the intricacies of customer success in the financial sector. The conversation revolved around the challenges and opportunities that arise when dealing with banks accustomed to high-level, hands-on customer service. For GTM teams, understanding these nuances is crucial, as it offers insights into scaling services without compromising on quality. This blog post will dissect Iram’s insights and present actionable strategies for those navigating the demanding world of customer success in finance.


Iram Cook-Monie discusses the challenges of providing high-level, hands-on customer service to banks and explores strategies to scale these services. The focus is on embedding essential features into product workflows and creating bite-sized, self-service tutorials for busy professionals.

About Mosaic Smart Data

Mosaic Smart Data is at the forefront of revolutionizing customer success in the financial sector. With a mission to bridge the gap between personalized service and scalability, the company is continually innovating to meet the demands of its clientele. Iram Cook-Monie, as the Head of Customer Success, plays a pivotal role in this journey, ensuring that the company’s offerings align with the unique needs and challenges of the financial world.

Why is hands-on customer service so prevalent in the financial sector

Banks, being accustomed to industry giants like Bloomberg, expect a high level of customer service. This often translates to one-on-one support, where representatives visit bank offices, ensuring employees understand platform features. Such hands-on approaches, while effective, are not scalable. As Iram said,

Yeah so, working with banks, and they are quite used to quite a high level of your customer success service. You’ve probably heard of the likes of Bloomberg who have big, big, huge players. And they tend to offer quite a high level of service, a lot of one-to-one support.

Moreover, the financial sector thrives on trust and reliability. Having a representative physically present not only aids in troubleshooting but also reinforces the bond between the service provider and the client. This personal touch, while labor-intensive, can significantly enhance customer loyalty and satisfaction.

What are the benefits of this high-touch approach?

Despite its challenges, this method offers invaluable insights. By interacting directly with users, companies can understand platform usage patterns, desktop setups, and daily challenges. This direct feedback is instrumental in refining product offerings. As Iram states,

So it’s a great learning experience. But I’m definitely looking at how we can scale that. By working with products on here, these are the things that we see customers using a lot.

Additionally, this approach fosters a deeper understanding of the client’s environment, allowing for more tailored solutions. It’s not just about addressing immediate concerns; it’s about anticipating future needs and being proactive in offering solutions.

How can companies scale without compromising on this personalized touch

The key lies in embedding frequently used features directly into product workflows. By observing what customers use the most, companies can prioritize and streamline these features, making them more accessible.

Another promising avenue is the introduction of tools that facilitate self-service. Bite-sized video tutorials and interactive tours can empower users to understand and navigate platforms at their own pace. Given the hectic schedules of financial professionals, who juggle calls and trades throughout the day, such self-service options are not just a luxury but a necessity. As Iram said,

I’d love to look at getting some kind of tool that will help us create kind of In-app tours and bite-sized video tutorials. So people can self service because these users are very busy.

Why is there a stronger emphasis on bite-sized, outcome-focused training in finance compared to other sectors

While professionals across industries are busy, those in the financial sector face unique pressures. The constant influx of calls and trades means that taking out extended periods for training isn’t feasible. Hence, training modules need to be concise, focused, and outcome-driven. As Iram said,

They’re getting calls and trades coming out throughout the day. So taking the time out to attend a training session, or even have someone there to train you isn’t always feasible. So you really need to make it very bite-sized and very kind of outcome-focused.

Moreover, the financial world is ever-evolving, with new regulations, products, and challenges emerging regularly. Training, therefore, needs to be agile, allowing professionals to stay updated without being overwhelmed. Offering modular, on-demand training can ensure that professionals get the information they need when they need it, leading to better retention and application.

Key Takeaways

  • Banks in the financial sector are accustomed to high-level, hands-on customer service.
  • Direct interaction offers insights into user behavior, platform usage, and daily challenges.
  • Scalability can be achieved by embedding frequently used features into product workflows.
  • Bite-sized, self-service tutorials cater to the busy schedules of financial professionals.


The world of customer success in the financial sector is a delicate balance between personal touch and scalability. As Iram Cook-Monie highlighted, while the demands are high, the opportunities for innovation are vast. By embedding essential features, prioritizing self-service tools, and understanding the unique challenges of the financial world, companies can scale effectively without compromising on quality. For GTM teams, these insights offer a roadmap to navigate the complexities of the financial sector, ensuring that customer success remains at the heart of their strategies.

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