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 delivering our product to our clients. This includes education, configuration, solution development, and risk strategy to enable our clients to address their pain points. We collaborate with our clients to ensure they have the right solution, build out a strategy and training plan for them, and then support them through each phase of our client lifecycle. 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 **Customer Success Manager (CSM)** you will focus on overall client satisfaction, have strategic goals of delivering value to the customer and Feedzai by improving retention, renewals and adoption rates in line with our success strategy.

**Your Day to Day**:

- 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 organizations, 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 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 realization of Feedzai's solutions against these goals to drive adoption and understanding our product portfolio.
- Maximize 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. Ensure Sales are aware of x-sell & up-sell opportunities and work in partnership to deliver.
- Actively manage account 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.
- 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**:

- Experience in a customer facing role (consulting, customer support, account management) that includes issue resolution & relationship management
- Passionate about delivering success for customers, embodies a customer centric mindset and strives to deliver excellence at every opportunity
- Strong communication, presentation and interpersonal skills. Demonstrates ability to challenge, negotiate, influence and persuade stakeholders
- Ability to work Autonomously, take ownership & accountability
- Technical and problem-solving skills. Demonstrates a design thinking mindset - ability to understand/recognize route causes of challenges
- Organisational 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 C1 (written and verbal), required, and Spanish highly wanted

LI-Remote

**Your First 30-Days at Feedzai**:
You will be immersed in our brand with training, connections, and one-on-one time with your manager. You may shadow your colleagues virtually or onsite at an office depending on where you work as you are supported through your Feedzai journey. In addition, you will have access to a ton of inf