AI SaaS scaleup / Customer Success Director

I’m working with a heavily funded, fast-growing FinTech scaleup – they offer a best-in-class anti-fraud SaaS to large financial institutions.

Instead of *reacting* to isolated incidents, they use advanced analytics to understand what *good* customer behaviour looks like. and have won numerous awards for their pioneering approach to data science.

They are looking for a bright, dynamic and product-focused Customer Success Director to manage their largest enterprise banking customers ($2-7m ACV). The role will involve close collaboration with other functions like Implementation, Presales & Account Management – commercial success is achieved by ensuring the customer achieves the best possible outcomes pre-deployment, during the deliver process and post-delivery..

The company:

• $71m of funding, with a most recent $25m round
• Founded in 2008 by a Cambridge University professor
• Current team of 250 across London, Cambridge and Atlanta
• Enterprise deals closed with many T1/2/3 banks ($2-7m ACV)
• Gorgeous Liverpool St offices with an ultra-bright team

The role:

• Full commercial responsibility for existing customers and renewal of contracts, including producing renewal decks, proposals/contracts and forecasting to the business on pipeline and potential risk
• 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
• Co-ordinate and work alongside internal teams to ensure customer needs are met during initial implementation and future projects
• Conduct regular risk assessments on all accounts ensuring timely resolution or avoidance of issues
• Create strategic internal accounts plans and customer success plans for effective planning and growth of accounts
• 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 and proactively contribute to business objectives

You will ideally have:

• 5+ years managing enterprise level accounts in one or more of the following: Payments, Banking or Insurance
• Competence understanding niche customer requirements within Fraud, Risk Management or Financial Services
• Experience managing a variety of C-Level stakeholders in FTSE level businesses
• Exceptional relationship building skills: active listening, warm and friendly but firm and decisive, a proactive ‘go-getter’!
• Experience managing relationships with senior and technical stakeholders internally and externally
• 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

Please get in touch at apetrenco@welovsalt.com to discuss further – I can’t wait to hear from you!

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