Senior Customer Success Manager

Feedzai is the world's first RiskOps platform for financial risk management, and the market leader in safeguarding global commerce with today's most advanced cloud-based risk management platform, powered by machine learning and artificial intelligence. Feedzai is securing the transition to a cashless world while enabling digital trust in every transaction and payment type. The world's largest banks, processors, and retailers trust Feedzai to protect trillions of dollars and manage risk while improving the customer experience for everyday users, without compromising privacy. Feedzai is a Series D company and has raised $282M to date. With a valuation of +$1.5B, the company's technology protects 900 million people in 190 countries.

**The Customer Success Team **is responsible for building lifetime customers by enabling value realisation through optimised adoption of Feedzai products and services. We collaborate with our clients through each phase of the customer journey to ensure we collectively have the right success plans maximising enablement, engagement, adoption and customer health always with a value driven mindset. We grow at a fast clip and believe no challenge is too big or too small. Therefore, we have an open environment that encourages us to lean in, try new things, and discover our potential. **Join Us**

**You**:
As a **Senior** **Customer Success Manager (CSM)** you will focus on overall client satisfaction and health, have strategic goals of delivering value to the customer and Feedzai by improving retention, renewals and adoption rates in line with our success strategy. You will also be a team lead

**Your Day to Day**:

- Be a principal team member that promotes a high performance culture by mentoring and coaching
- Assists with onboarding new CSMs along with development of best in class onboarding documentation, processes, training & development
- Create or contribute to the creation of process improvement documentation and other core materials
- Lead various strategic initiatives that promote process improvement in industry vertical, improves customer experience, and Feedzai retention and adoption
- Deliver Feedzai's success strategy in line with the defined success framework & regional coverage model
- Build and maintain strong internal networks across the Sales, Support, Services and Product organisations, partnering with these teams to deliver the best possible solution(s) & service(s) to our customers
- Build strategic relations with our customers by providing proactive customer contact from point of sale and maintaining regular engagement cadence with client senior stakeholders throughout the customer journey
- Establish Customer Success plans, building on value proposition(s) developed during sale, that outline the customer's business goals & priorities. Work with the customer to define & track value realisation of Feedzai's solutions against these goals to drive adoption and optimal use of our product portfolio.
- Maximise value of Feedzai solutions for the customer and provide vital internal feedback loop by engaging and coordinating relevant Feedzai functions to drive improvements and share success stories
- Oversee post-sales journey process as customers move from implementation to production. Work with our Professional Services, Implementation Partners and Customer Support teams to ensure customers have been appropriately trained and that we are effectively tracking & reporting against adoption of solutions from point of launch
- Recognize & communicate the value additional Feedzai solutions will bring customers in line with their strategic priorities. Nurture x-sell & up-sell opportunities and work in partnership with Sales to deliver
- Develop an in-depth understanding of customer business context, and the broader environment to deliver outcomes with the most value for customers across Retention, Adoption & Expansion
- Actively manage clients to monitor customer health and identify risks proactively. Orchestrate resolution process for escalations, working with & mediating internal teams to track, manage and resolve these in a timely and professional manner.
- Minimise and manage churn possibilities. Escalate and work across departments to resolve successfully
- Communicate process/ tools/ systems improvement opportunities to the Customer Success Operations team
- Embody and celebrate customer centricity - contribute to internal knowledge sharing and enablement sessions within Customer Success team and the wider business

**You Know-How & Have**:

- Minimum 6 years in account management or customer success management within online payments or risk ops
- Experience of nurturing strong successful relationships of all levels
- Passion for coaching and mentoring high-performing team members, aimed at developing and accelerating the skills and career trajectory of your team members.
- Experience in a customer facing role (consulting, customer support, account management) that incl