CSM Manager

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. 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
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
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
Exceptional relationship building skills: active listening, warm and friendly but firm and decisive, a proactive ‘go-getter’
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 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.
#