Manager of Customer Success

Summary

Join Us! As a Director for our Customer Success at Feedzai, you will lead and manage a team of Customer Success Managers to ensure our clients not only derive maximum value from our products but also become enthusiastic advocates of Feedzai solutions within a specific region.

Requirements

• Bachelor's degree in Technology, Business, or a related field
• 10+ years of experience in a customer-facing role, including issue resolution, relationship management, and stakeholder management
• Previous experience in managerial roles (5+ years) with a technical understanding, particularly in customer success management within the technology or software industry
• Strong understanding of the fraud prevention space, preferably for Banks or Acquirers
• Ability to analyze data and provide actionable insights
• Results-driven with a focus on customer satisfaction
• Exceptional communication, presentation, and interpersonal skills
• Ability to work autonomously, take ownership, and demonstrate accountability
• Technical and problem-solving skills with an understanding of the root causes of challenges
• Organizational skills – can prioritize, multi-task, and demonstrate adaptability
• Project management skills, including strong reporting capability
• Commercial and business acumen – understanding and ability to speak to business drivers
• Fluent in English (written and verbal)
• Fluency in Spanish or Portuguese (written and verbal) - preferably in both

Responsibilities

• Provide leadership and strategic direction for the Customer Success Managers within the designated region
• Oversee the development and execution of client engagement strategies and success plans specific to the regional context
• Collaborate with Feedzai leadership in the region to align customer success initiatives with overall business objectives
• Ensure the team develops and nurtures strong, long-lasting relationships with key clients within the designated region
• Act as an escalation point for complex client inquiries, concerns, and issues
• Regularly engage with senior stakeholders in the region to understand their evolving needs and expectations
• Regularly engage with customers (you are expected to lead by example) and work with them regularly
• Guide the team in collaborating with clients to identify opportunities for maximizing the value they derive from Feedzai products
• Provide guidance and best practices to ensure clients within the region are effectively utilizing the full range of product features
• Proactively identify and address potential challenges, working towards solutions that align with client goals
• Oversee the development and execution of tailored onboarding and training plans for clients within the region in collaboration with the product enablement team
• Ensure the team monitors and analyzes user adoption metrics within the region, providing insights and recommendations for improvement
• Lead efforts to identify and nurture customer advocates within the region who are willing to share their success stories
• Collaborate with marketing teams to create case studies, testimonials, and other materials showcasing client success with Feedzai within the region
• Manage the collection of customer feedback on product experiences within the region and share insights with the product development team
• Act as a bridge between clients within the region and the Feedzai Product development organization, ensuring that client needs are considered in future product enhancements
• Provide proactive management of renewals within the region, ensuring alignment of value realization and success plans
• Oversee proactive management of account growth within the region, understanding business dynamics at the customer level to drive revenue growth