London / Hybrid

Customer Success Manager

The Opportunity

We are looking for an experienced Customer Success Manager to be a strategic and supportive partner for our customers, leveraging industry best practices and building lasting relationships to drive customer satisfaction and retention.

Featurespace is helping make the world a safer place to transact, providing best-in-class fraud prevention and AML solutions to the world’s leading and largest financial institutions. The ARIC platform has won numerous awards through its delivery of advanced fraud detection strategies and machine learning.

The Customer Success team are the champions of this work, ensuring that our customers can realize their desired business objectives by leveraging Featurespace technology. Our team are trusted advisors to customers by presenting product information, addressing customer problems through our software solutions and realizing additional customer value through upsells and expansion.

This role is based in our London office (Liverpool Street), this is a hybrid role so you will ideally be comfortable coming into the office at least twice a week. If you’re interested in the role but require more flexibility, please speak to us! 

Day to Day

  • Act as the primary contact for your customers, building relationships and networks
  • Understand and gather customer requirements, bringing in experts to create solutions and present these back to the customer managing the commercial & technical negotiations
  • Driving product adoption and ensure customers are unlocking maximum value from their investment
  • Monitor the health of your account, forecasting risks and growth creating strategic plans to address these
  • Effectively communicate the voice of customers within Featurespace including to senior management, product and delivery teams
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Paul Evans

Enterprise fraud management explained

Enterprise fraud has undergone major changes in the last years, and recent trends have made fraud management a top priority for financial institutions.

Find out more

About you

You will have:

  • Experience managing relationships with business and technical stakeholders internally and externally
  • Negotiation and sales skills (ability to construct proposals and close renewals)
  • Demonstrable experience managing accounts independently and achieving or exceeding revenue related targets
  • Ability to navigate and understand complex technical projects and translate to the customer where appropriate
  • Inspirational presentation and communication skills (verbal and written)
  • Exceptional relationship building skills: active listening, warm and friendly but firm and decisive, a proactive ‘go-getter’!
  • Excellent organisational capabilities – project co-ordination, time management, attention to detail

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 one of the team will get back to you.

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.