Customer Success Manager

Featurespace; London; Hybrid; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Customer Success Manager to enhance client relationships and drive satisfaction. This hybrid role involves working closely with key accounts to ensure their needs are met and to identify growth opportunities. You will leverage your expertise in payments and banking to deliver tailored solutions, ensuring a seamless customer experience. If you're passionate about customer success and looking to make an impact in a dynamic environment, this opportunity is perfect for you.

Qualifications

• Experience in managing key accounts and driving customer satisfaction.
• Strong understanding of payments and banking sectors.

Responsibilities

• Lead growth and improve client satisfaction for key accounts.
• Manage commercial responsibilities and contract renewals for existing customers.

Skills

Payments expertise

Banking knowledge

Fraud prevention skills

Customer relationship management

Education

Bachelor's degree

Relevant certifications in customer success

Job description

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The Opportunity

In your role as Customer Success Manager, you will help us achieve our goals to be a partner vendor to our customers and provide world-class solutions and services by:

• Leading the growth, strengthening our relationships, and continually improving client satisfaction to ensure renewal of our key accounts.

You will leverage your payments, banking, and/or fraud expertise to understand our customers' needs and develop solutions that enhance security, efficiency, and trust. You will play a key role in shaping and delivering a seamless customer experience.

This is a hybrid role based in our London office, so you will ideally be comfortable coming into the office 3 times per week. You will be expected to travel regularly within your region to help progress and close opportunities. If you're interested in the role but require more flexibility, please speak to us!

Day to Day

Tier 1 accounts

• Support the Key Account Director with SOW and contractual scoping, coordinate business reviews, internal steering committees, weekly operational calls, and escalations. Act as a liaison at the operational level of the account.

Tier 2 accounts

• Manage full commercial responsibility for existing customers, focusing on contract renewals and growth of investment in Featurespace solutions.
• Engage proactively with key stakeholders, emphasizing value delivery, updates, and new requirements.
• Identify and pursue revenue expansion opportunities, collaborating with the commercial team as needed.
• Coordinate with internal teams to meet customer needs during implementation and future projects.
• Conduct risk assessments and ensure issues are resolved or avoided promptly.
• Develop and execute strategic account plans to meet targets and KPIs.
• Work with marketing to generate customer advocacy and contribute to customer events.
• Manage escalations and identify potential roadblocks proactively.
• Communicate customer feedback effectively within Featurespace, including to senior management and delivery teams.