Atlanta / Hybrid or Remote, US

Customer Success Manager - US

The Opportunity

At Featurespace, we strive to be the world’s best software company at protecting our clients and their customers from fraud attacks. We do that with personality, heart and professionalism, cultivating an innovative, fun and positive team atmosphere where everybody can contribute to solving our clients’ problems in new, innovative ways. We are always seeking to be the best at what we do and make our customers smile.

In your role as Customer Success Manager 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 join our growing Customer Success team in our Atlanta office (hybrid) or remotely in the US.

Day to Day

Responsibilities

As a company we hire people with a willingness to adapt to a variable role, so along with the key responsibilities below, we ask for ownership of any other duties as required.

Tier 1 accounts – A tier 1 account is defined as having an annual recurring revenue (or identified potential value) which is in the top sector of our customers.

  • Play a supporting role to the Customer Success Director, helping with SOW and contractual scoping. Coordination of business reviews and internal steering committees. Weekly operational calls and escalations. General liaison at the operational level of the account.

Tier 2 accounts

  • Full commercial responsibility for existing customers and renewal of contracts, tasked with growing the existing investment in Featurespace solutions
  • 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
  • Identify and drive through revenue expansion opportunities within your accounts, working with the commercial team where appropriate
  • Coordinate and work alongside internal teams to ensure customer needs are met during initial implementation and future projects
  • Conduct risk assessments on assigned accounts ensuring timely resolution or avoidance of issues
  • Create and execute strategic account plans for assigned accounts to deliver agreed targets and KPIs.
  • 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
Apply now
AI-MLAwards – Newsroom

Featurespace Wins 2022 AI & Machine Learning Awards For Use Of Behavioral Analytics In Combating Fraud

Featurespace’s ARIC™ Risk Hub fraud prevention technology earns top marks in “Best Use of Predictive/Prescriptive Analytics Category” for leveraging behavioral analytics in financial sector

Find out more

About you

Must haves:

  • Strong relationship building skills: active listening, warm and friendly but firm and decisive, a proactive ‘go-getter’!
  • Experience managing relationships with business and technical stakeholders internally and externally
  • Industry knowledge in one or more of the following:
    • Payments
    • Fintech and/or Banking
  • Negotiation and sales skills (ability to construct proposals and close renewals)
  • Inspirational presentation and communication skills (verbal and written)
  • Excellent organisational capabilities – project co-ordination, 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
  • Coachability and willingness to support others
  • Demonstrable experience managing accounts independently and achieving or exceeding revenue related targets
  • Flexibility to travel as required

Great to haves:

  • Languages – Spanish or Portuguese

Personal Qualities

As a Customer Success Manager, you will also ideally have the following qualities:

  • A warm, friendly character that makes our customers want to spend more time with you!

 

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 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

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, CB40GF.

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.

Read the report

The State of Fraud and Financial Crime in the U.S.

Discover the first benchmark for fraud values, volumes, and losses. By the industry, for the industry.