Client Success Partner, AMER
About The Position
At Fenergo, we’re transforming how the world’s leading financial institutions fight financial crime. We are a global leader in AI-powered client lifecycle management, reimagining how financial institutions tackle compliance. Our FinCrime Operating System, powered by agentic AI and intelligent automation, helps financial institutions move faster, act smarter, and stay safer across 120+ countries. We empower financial institutions to stop financial crime and create a safer world. The Client Success Partner (CSP) is a strategically important client-facing role responsible for the post-sale relationship, including retention, adoption, value realization, and growth. The CSP works closely with clients to ensure they receive measurable ROI long after go-live. This role requires a deep understanding of the Fenergo client lifecycle, the regulatory landscape (KYC, AML, CLM, financial crime, risk), and internal Fenergo teams. The CSP acts as a trusted advisor to client executives and an internal advocate to open doors within Fenergo. This role is viewed as an internal mobility path, often filled by individuals from client-facing roles such as Product, Advisory, Client Solutions, or Delivery.
Requirements
- 7+ years of experience in customer success, account management, or a related client-facing role.
- Strong understanding of SaaS customer success models (onboarding, adoption, renewals, retention, expansion).
- Proven experience in the financial services domain, particularly with client lifecycle management, onboarding, KYC, AML, FinCrime, fraud, identity, compliance, or risk.
- Proven experience building trusted relationships with senior stakeholders.
- Proven experience developing accounts into tangible growth opportunities.
- Proven experience managing high-risk accounts to resolution at pace, working cross-functionally with Product, Support, Professional Services, Delivery, or Sales.
- Experience supporting renewal, retention, and account-growth strategies through value evidence, client insight, and risk management.
- Product fluency and strong problem-solving skills.
- Ability to learn a SaaS product and support clients with functional, use-case, enablement, and adoption-related questions.
- Strong analytical and consultative problem-solving skills, with the ability to structure complex issues and communicate them clearly.
- Experience in implementation, professional services, solution consulting, or client transformation programs.
Responsibilities
- Own the post-sale success of a portfolio of clients, ensuring clients achieve their named business outcomes and ROI.
- Translate client priorities and pressures into clear actions for both the client and Fenergo.
- Communicate effectively, challenge constructively, and maintain confidence during difficult situations.
- Lead client success governance, including Monthly Client Pulse meetings with executive sponsors, strategic business reviews, and product health checks, functioning as decision-making forums.
- Track client health, sentiment, adoption, and success plan progress using data and stakeholder insights to identify and mitigate risks early.
- Own churn risk end-to-end, identifying at-risk clients and stabilizing them with the account team.
- Drive adoption depth as a retention mechanism.
- Act as a product partner, directly supporting functional and use-case questions and partnering with Product and Support on escalations while maintaining ownership of the client experience.
- Provide Sales with evidence of value delivered, client sentiment, adoption, and risk to facilitate renewals.
- Coordinate Sales, Product, Delivery, Support, and Partners to create a unified plan for the client.
- Serve as the 'Voice of the Customer' by feeding structured insights (needs, adoption barriers, product feedback, growth signals) back into Fenergo.
- Identify qualified expansion opportunities and hand them off cleanly to Sales with an account strategy.
- Be accountable for client-health reporting and associated metrics such as CSAT, NRR, and FTTV.
Benefits
- Health insurance
- Annual leave
- 3 company days
- Work From Home set-up allowance
- Exposure to our local wide partner community
- Opportunity to work with clients and colleagues on a global scale for a world leader in Client Lifecycle Management
- Flexible working hours
- Work-from-home policy
- Sports and social committee
- Extensive training programs through ‘Fenergo University’
- Opportunity to work on a cutting-edge Fintech Product, using the latest tools and technologies harnessing AI
- Defined training and role tracking for career development and progress
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
