Client Success Partner (AMER)

• The Client Success Partner (CSP) is one of the most strategically important client-facing roles at Fenergo
• The CSP owns the post-sale relationship outright — retention, adoption, value realisation and growth — and is judged on whether clients keep getting measurable ROI long after go-live, not just at it
• The CSP gets alongside the client — in the room, on the hardest problems — because that proximity is where the most valuable work and the sharpest IP are made
• Operating that close demands real depth: the Fenergo client lifecycle, the regulatory terrain we work in — KYC, AML, CLM, client lifecycle management, financial crime, risk — and how every team in the firm actually works
• The CSP is the person a client’s executives call for a straight answer, and the person inside Fenergo who can get any door opened
• Because that depth is hard to hire and easy to grow, the CSP role is first and foremost an internal mobility path
• We look for it in people who are already client-facing, product-fluent and trusted internally — Product, Advisory, Client Solutions, Delivery — and move them into partnership
• Be the Trusted Partner
• Own the relationship. Own the post-sale success of a portfolio of clients. Each client has a live success plan tied to a named business outcome and ROI — not a status tracker
• Translate, don’t relay. Understand each client’s priorities and pressures and turn them into clear actions for both sides. Communicate hard things plainly; challenge constructively; hold confidence when things are difficult
• Run the heartbeat. Lead client success governance — the Monthly Client Pulse with executive sponsors, strategic business reviews and product health checks — as decision-making forums, not read-outs
• Drive Adoption and Value
• Watch the signals. Track client health, sentiment, adoption and success-plan progress. Use data and stakeholder insight to see risk early, while it is still cheap to fix
• Own churn risk end-to-end. Spot at-risk clients and stabilise them at pace with the account team. Adoption depth is the retention mechanism — a live-but-unused deployment is still a churn risk
• Be a product partner, not a ticket router. Support functional and use-case questions directly where you can; partner with Product and Support on escalations while keeping ownership of the client experience
• Arm the renewal. Give Sales the evidence — value delivered, sentiment, adoption, risk — that makes renewal a formality rather than a negotiation
• Orchestrate Fenergo around the client
• Pull the firm together. Coordinate Sales, Product, Delivery, Support and Partners into one joined-up plan. The CSP is the single point where the firm becomes coherent to the client
• Be the Voice of the Customer. Feed structured insight back in — needs, adoption barriers, product feedback, growth signals — so the firm learns from every account
• Find the growth. Surface qualified expansion, then hand off cleanly to Sales with an account strategy
• Own the numbers. Accountable for client-health reporting and the metrics behind it — CSAT, NRR, FTTV

Benefits

• Flexible working
• Employee wellness program
• On-going training & career progression plans
• Employee recognition plan
• Sports & social activities
• Mentoring & Coaching
• Professional Development
• Give Back to the Community
• Employee Support Groups

• Strong understanding of SaaS customer success models, including onboarding, adoption, renewals, retention and expansion
• 7+ years of experience in customer success, account management or a related client-facing role
• Proven experience managing high risk accounts to resolution at pace, working cross-functionally with Product, Support, Professional Services, Delivery or Sales to resolve client issues and improve outcomes
• Proven experience in the financial services domain experience, especially with client lifecycle management, onboarding, KYC, AML, FinCrime, fraud, identity, compliance or risk
• Experience supporting renewal, retention and account-growth strategies through value evidence, client insight and risk management
• Proven experience building trusted relationships with senior stakeholders, developing accounts into tangible growth opportunities
• Strong analytical and consultative problem-solving skills, with the ability to structure complex issues and communicate them clearly
• Experience in implementation, professional services, solution consulting or client transformation programmes
• Proven ability to learn a SaaS product and support clients with functional, use-case, enablement and adoption-related questions