Senior Customer Success Manager

Summary

Join Feedzai as a Senior Customer Success Manager and ensure clients maximize the value of our risk management platform. Build and maintain strong client relationships, acting as the primary point of contact for inquiries and escalations. Drive customer satisfaction, foster product adoption, and contribute to client success. Collaborate with clients to identify value-maximizing opportunities, provide guidance, and address potential challenges. Develop and execute tailored onboarding and training plans, monitor user adoption metrics, and identify customer advocates. Gather customer feedback and share insights with the product development team. Proactively manage renewals and account growth, focusing on organic revenue increases. Become a pivotal part of a fast-paced, collaborative global team.

Requirements

• Bachelor's degree in Technology, Business or a related fields
• 10+ years experience in a customer facing role (consulting, customer support, account management) that includes issue resolution, relationship management and stakeholder management
• Previous experience in roles that required technical understanding, particularly in customer success management within the technology or software industry
• Strong understanding of fraud prevention space (preferably for Banks or Acquirers)
• Ability to analyze data and provide actionable insights
• Results-driven with a focus on customer satisfaction
• Passionate about delivering success for customers, embodies a customer centric mindset and strives to deliver excellence at every opportunity
• Exceptional communication, presentation and interpersonal skills. Demonstrates ability to challenge, negotiate, influence and persuade stakeholders. Ability to convey technical concepts to both technical and non-technical audiences
• Ability to work Autonomously, take ownership & accountability
• Technical and problem-solving skills with ability to understand/recognize route causes of challenges
• Organizational skills – can prioritize, multi-task and demonstrates adaptability
• Project Management skills including strong reporting capability
• Commercial & Business Acumen – understand & speak to business drivers
• Fluent in English (written and verbal)

Responsibilities

• Develop and nurture strong, long-lasting relationships with key clients
• Act as the main point of contact for customer inquiries, concerns, and escalations
• Regularly engage with senior stakeholders to understand their evolving needs and expectations. Should be perceived by these stakeholders as credible and a valuable resource for the success of their initiatives
• Able to handle complex situations that require aligning multiple stakeholders from different levels of seniority and unblock issues that, though they may be customer responsibility, have an impact on the overall adoption and value realization
• Develop joint success plans with customer senior stakeholders
• Collaborate with clients to identify opportunities for maximizing the value they derive from Feedzai products
• Provide guidance and best practices to ensure clients are effectively utilizing the full range of product features
• Proactively identify and address potential challenges, working towards solutions that align with client goals
• Jointly with the key stakeholders develop a value plan with clear objectives ( such as total fraud reduction and reduced customer friction) that are aligned with their strategy
• Develop and execute tailored onboarding and training plans for clients in collaboration with the product enablement team
• Ensure clients are proficient in utilizing Feedzai products to meet their specific business objectives
• Monitor and analyze user adoption metrics, providing insights and recommendations for improvement
• Identify and nurture customer advocates who are willing to share their success stories, including participation in user groups and customer advisory boards
• Collaborate with marketing teams to create case studies, testimonials, and other materials showcasing client success with Feedzai
• Gather customer feedback on product experiences and share insights with the product development team
• Act as a bridge between clients and the Feedzai Product development organization , ensuring that client needs are considered in future product enhancements
• Proactive management of renewals - from alignment of value realization and success plans to guarantee to commercial management of the renewals
• Proactive management of account growth - Understand business dynamics at the customer and leverage those to grow revenue at the customer (focused on organic growth, i.e. based on volumes growth or other revenue drivers linked to existing use case)