Atlanta or Remote, 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 leading the growth, strengthening our relationships and continually improving client satisfaction and thus renewal of our key accounts.

You will have full commercial responsibility for existing Tier 1 customers and renewal of contracts, tasked with growing the existing investment in Featurespace solutions. You will understand our customer’s business and overall strategy, identifying and mapping the white space, creation of sales action plans for new opportunities.

Whilst our office is in Atlanta, we are open to remote workers based in the US for this role, but ideally, you will be able to work EST time zone hours. Travel will be expected in this role, so ideally you will be comfortable with that.

Day to Day

  • Leading the selling of new product capability including the creation and management of
    new proposals, work requests and SOWs
  • Forecasting to the business on opportunity pipeline, revenue forecast and potential risk
  • Engage and operate at the C-Suite level within the account and own the orchestration of Featurespace senior management into the account
  • Deliver regular proactive customer engagement to key stakeholders within your accounts with a focus on the value being delivered, Featurespace updates and new requirements being managed
  • Co-ordinate and work alongside internal teams to ensure customer needs are met during initial implementation and future projects and new opportunities are accurately scoped
  • Work with Customer Success Managers to conduct regular risk assessments and compliance reviews on assigned accounts ensuring timely resolution or avoidance of issues
  • Collaborating with matrix team, create and execute strategic account plans for assigned accounts. Coordinate the matrix team, including an assigned Customer Success Manager, to deliver agreed targets and KPIs. Present the account plan annually to internal management to agree objectives and review previous year’s achievement to plan
  • Working with marketing, generate customer advocacy and contribute to customer events when required
  • Manage customer escalations and proactively identify future potential roadblocks to minimise risk
  • Effectively communicate the voice of customer within Featurespace including to senior management and the delivery team
  • Act as a mentor to other team members with particular focus on the Customer Success Directors assigned to your accounts
    • Share strategic thinking and account planning tactics
    • Invite them to shadow your meetings with customers giving clear direction before and afterwards to promote learning and development
    • Review their Tier 2 account plans and provide advice and mentorship as required
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About you

Must haves: 

  • Experience managing and negotiating with C-level commercial and technical stakeholders within complex, global accounts (FTSE 100 level)
  • Extensive payments and banking Industry knowledge
  • Bachelor’s degree (or equivalent) or significant relevant experience
  • Demonstrable relationship building skills: active listening, warm and friendly but firm and decisive, a proactive ‘go-getter’!
  • Strong commercial acumen; a skilled negotiator, capable of closing large opportunities and navigating legal and contractual requirements
  • Inspirational presentation and communication skills (verbal and written)
  • Excellent organisational capabilities – coordinate the whole organisation engagement, time management, attention to detail
  • Adaptable to change and embracing of fast paced environments
  • Ability to navigate and understand complex technical projects and translate to the customer where appropriate
  • Demonstrate full competence navigating and connecting ARIC and Featurespace to customer requirements and/or possess extensive industry experience e.g. fraud, risk management, financial services
  • Experience mentoring/managing other team members
  • Extensive experience managing accounts independently and achieving or exceeding revenue related targets

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.