Client Success Partner, AMER
About The Position
At Fenergo, we are 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, from Know Your Customer (KYC) and Anti-Money Laundering (AML) to rapidly evolving regulations. 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 to be part of a team 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.
- 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 and developing accounts into tangible growth opportunities.
- Proven experience managing high-risk accounts to resolution, working cross-functionally with Product, Support, Professional Services, Delivery, or Sales.
- Strong understanding of SaaS customer success models, including onboarding, adoption, renewals, retention, and expansion.
- Experience supporting renewal, retention, and account-growth strategies through value evidence, client insight, and risk management.
- Product fluency and problem-solving skills, with the 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.
- A positive, solution-oriented attitude.
- Genuine curiosity about clients' businesses, the Fenergo platform, and the problems they are trying to solve.
- High emotional intelligence (EQ) to navigate difficult conversations with empathy and composure.
- Sustained energy and pace to manage a large portfolio, pursue client outcomes relentlessly, and maintain momentum across multiple workstreams.
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 client plan.
- 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
- Healthcare cover with Canada Life
- Retirement savings plan
- Employee Assistance Programme
- Opportunity to earn an annual company bonus
- 20 days PTO
- 3 company closure days
- Extensive training programs, classroom and online, through ‘Fenergo University’
- Flexible working hours
- Work from home policy
- Sports and social committee
- Buddy system for all new starters
- Opportunity to work on a cutting-edge Fintech Product, using the latest of tools and technologies.
- Defined training and role tracking to allow you see and assess your own career development and progress.
- Work From Home set-up allowance
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
