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. Our mission is to empower financial institutions to stop financial crime and create a safer world. We are tackling some of the toughest challenges in financial technology, from speeding up onboarding to uncovering hidden risks, empowering banks to serve their customers with speed, integrity, and peace of mind. Join us, and be part of a team that’s building smart solutions, solving real problems, and shaping the future—together.
Requirements
- 7+ years of experience in customer success, account management, or a related client-facing role.
- Strong understanding of SaaS customer success models, including onboarding, adoption, renewals, retention, and expansion.
- Proven experience in the financial services domain, especially with client lifecycle management, onboarding, KYC, AML, FinCrime, fraud, identity, compliance, or risk.
- Proven experience building trusted relationships with senior stakeholders and 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 problem-solving intelligence: Proven 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 relationship and the post-sale success of a portfolio of clients, ensuring clients receive measurable ROI long after go-live.
- Understand client priorities and pressures, translating them into clear actions for both Fenergo and the client.
- 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 to identify and mitigate risks early.
- Own churn risk end-to-end, spotting at-risk clients and stabilizing them with the account team.
- Support functional and use-case questions directly, and partner 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.
- Act as the Voice of the Customer, feeding structured insights back into the firm regarding needs, adoption barriers, product feedback, and growth signals.
- 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 plus, 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' where you will be certified in all of the Fenergo products
- Opportunity to work on a cutting-edge Fintech Product, using the latest tools and technologies harnessing AI
- Defined training and role tracking to allow you to see and assess your own career development and progress
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
