Atlanta, US

Customer Success Director

The Opportunity

As our Customer Success Director you will help us achieve our goals and deliver success on behalf of our customers by:

  • Contributing to the achievement of yearly revenue targets and overall growth plans for your assigned portfolio of accounts
  • Ensuring that each account managed by you, meets the revenue expectations set annually
  • Guaranteeing client satisfaction targets are met across all accounts under your management
  • Assisting in the development of account strategy, planning, and management to align with the mutual business goals of the client and Featurespace
  • Providing insights and top-level direction to clients as an expert in their business on the fraud/risk area
  • Collaborating internally and externally to facilitate engagement between clients and Featurespace and building strong relationships with client C-Suite and senior management
  • Assisting in ensuring timely renewal of client contracts within your portfolio of accounts

You will need to possess and demonstrate your significant experience and knowledge within the Fraud/Risk/Financial Crime space, which we will ask you to outline during the application process.

Our office is based in Atlanta,  so ideally you will be within a commutable distance and happy to come in up to twice a week. Travel to client sites will also be expected in this role.

Day to Day

  • Contribute to the full commercial responsibility (P&L) for Professional Services to existing customers within your portfolio
  • Understand customers’ business and overall strategy, and providing strategic thinking and advisory support
  • Support forecasting on Expansion/Professional Services opportunities pipeline, revenue forecast, and potential risks
  • Engage and operate at the senior level within your assigned accounts
  • Collaborate with internal teams to ensure customer needs are met and new opportunities are accurately scoped, resourced, delivered, and billed
  • Coordinate client risk assessments and compliance reviews on assigned accounts
  • Contribute to the creation and execution of strategic account plans for assigned accounts
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About you

Must haves: 

  • Demonstrable experience as an Account Manager / Customer Success Manager / Director in the Fraud and Risk Space
  • Experience managing and negotiating with client stakeholders within complex, global, financial institutions accounts
  • Domain expertise in fraud, financial crime, payment, and risk
  • Experience in creating, selling, scoping, and overseeing the delivery of cross-sell, Professional Services, and Analytics packages
  • Knowledge of Fraud, Payments, and Banking industries
  • Bachelor’s degree (or equivalent) or significant relevant experience
  • Exceptional relationship-building and negotiation skills
  • Inspirational presentation and communication skills
  • Adaptability and ability to navigate complex projects
  • Coachability and willingness to support others
  • Competence in connecting Featurespace to customer requirements or extensive industry experience
  • Flexibility to travel as required

Equal Opportunities

Here at Featurespace we are committed to being a place of equality, inclusion and respect to provide a safe environment for you to bring your authentic self to work. We know that we gain as much strength from our differences as we do our similarities. We value diversity and are dedicated to listening and learning from each other to build and maintain a positive and productive culture. We appreciate this will be an ever-evolving focus for the business to ensure everyone feels supported and has a sense of belonging.

How to apply

If you think you’re a good fit for the role above, we would love to hear from you.

Fill out the short application form, upload your CV and a tailored cover letter, and one of the team will get back to you.

Please note:

Applicants must be currently authorized to work in the United States for any employer, as no sponsorship is available for this position.

If you have any questions or queries regarding this role, or life at Featurespace, please contact [email protected]

Featurespace Job Application Privacy Notice

Featurespace Ltd., is committed to comply with the General Data Protection Legislation and any implementing legislation (the “Data Protection Legislation”) and will process your Personal Data in accordance with the Data Protection Legislation and information security legislation. Any capitalised terms used in this Privacy Notice shall be given the same definition as in the Data Protection Legislation.

This Privacy Notice sets out the basis on which Featurespace Ltd will process Personal Data relating to job applicants.

The Data Controller is Featurespace Ltd., 140 Cambridge Science Park, Milton Road, Cambridge, CB4 0GF, United Kingdom.

Data refers to both Personal Data and Special Categories of Data. Your job application and the Personal Data held within it will be processed to assess your viability for the stated role. We may also process any information that you provide about your health, for the sole purpose of assessing whether any adjustments may need to be made to the recruitment process to accommodate you . If your application is unsuccessful, Featurespace will retain your Data for 24 months after the end of the recruitment process. Your Personal Data is processed in accordance with our legitimate interests of making sound recruitment decisions. You are under no obligation to provide us with your Personal Data. However without this, we cannot assess your job application. We will only process information about your health for the purpose of making reasonable adjustments to the recruitment process (if applicable), in accordance with our legal obligations. You have the following rights in relation to the processing of your Data: The right to be informed about how your Data is processed. You have the right to object to the processing of your Data based on our legitimate interests as outlined above. The right of access, to your Data and supplementary information relating to our use of your Data. In certain circumstances, we reserve the right to charge you for exercising this right. The right to rectification, if your Data is inaccurate or incomplete. In certain circumstances, the right to erasure, request the deletion of, or removal of, your Data. In certain circumstances, the right to restrict processing, block any further processing of your Data. We shall respond to any request made by you without delay and in any case within a month of your request. The right to complain to the Information Commissioner’s Office if you believe that your data protection/privacy rights have been breached. Your application will be submitted and stored on an application database (Greenhouse). Access to your Data on Greenhouse is limited to the relevant persons for your application- our internal recruiters, the hiring manager and interviewer(s). Your CV may be printed and shown to consulted decision makers, any physical copies will be securely and confidentially destroyed after a decision has been made on your application. Your CV is transferred to a third country, outside of the EEA, when it is processed by Greenhouse. Greenhouse meet the technical and organisational data security measures outlined in the GDPR Article 32, and are SOC2 Type II certified. We do not envisage that any decision will be taken about your application using automated means.