Senior Customer Success Manager, Feedzai
EMEA
AI-native fraud & financial crime prevention platform
Job no longer available
AI-native fraud & financial crime prevention platform
501-1000 employees
Job no longer available
501-1000 employees
Company mission
To make the world a safer place for commerce, one transaction at a time.
Role
Who you are
- Bachelor's degree in Technology, Business or a related fields
- 10+ years experience in a customer facing role (consulting, customer support, account management) that includes issue resolution, relationship management and stakeholder management
- Previous experience in roles that required technical understanding, particularly in customer success management within the technology or software industry
- Strong understanding of fraud prevention space (preferably for Banks or Acquirers)
- Ability to analyze data and provide actionable insights
- Results-driven with a focus on customer satisfaction
- Passionate about delivering success for customers, embodies a customer centric mindset and strives to deliver excellence at every opportunity
- Exceptional communication, presentation and interpersonal skills. Demonstrates ability to challenge, negotiate, influence and persuade stakeholders. Ability to convey technical concepts to both technical and non-technical audiences
- Ability to work Autonomously, take ownership & accountability
- Technical and problem-solving skills with ability to understand/recognize route causes of challenges
- Organizational skills – can prioritize, multi-task and demonstrates adaptability
- Project Management skills including strong reporting capability
- Commercial & Business Acumen – understand & speak to business drivers
- Fluent in English (written and verbal)
What the job involves
- As a Senior Customer Success Manager at Feedzai, you will play a pivotal role in ensuring our clients not only derive maximum value from our products but also become enthusiastic advocates of Feedzai solutions
- You will be responsible for building and maintaining strong relationships with key stakeholders, from senior decision-makers to end-users
- Your primary objective will be to drive customer satisfaction, foster product adoption, and contribute to the overall success of our clients in leveraging Feedzai's innovative technology
- Develop and nurture strong, long-lasting relationships with key clients
- Act as the main point of contact for customer inquiries, concerns, and escalations
- Regularly engage with senior stakeholders to understand their evolving needs and expectations. Should be perceived by these stakeholders as credible and a valuable resource for the success of their initiatives
- Able to handle complex situations that require aligning multiple stakeholders from different levels of seniority and unblock issues that, though they may be customer responsibility, have an impact on the overall adoption and value realization
- Develop joint success plans with customer senior stakeholders
- Collaborate with clients to identify opportunities for maximizing the value they derive from Feedzai products
- Provide guidance and best practices to ensure clients are effectively utilizing the full range of product features
- Proactively identify and address potential challenges, working towards solutions that align with client goals
- Jointly with the key stakeholders develop a value plan with clear objectives ( such as total fraud reduction and reduced customer friction) that are aligned with their strategy
- Develop and execute tailored onboarding and training plans for clients in collaboration with the product enablement team
- Ensure clients are proficient in utilizing Feedzai products to meet their specific business objectives
- Monitor and analyze user adoption metrics, providing insights and recommendations for improvement
- Identify and nurture customer advocates who are willing to share their success stories, including participation in user groups and customer advisory boards
- Collaborate with marketing teams to create case studies, testimonials, and other materials showcasing client success with Feedzai
- Gather customer feedback on product experiences and share insights with the product development team
- Act as a bridge between clients and the Feedzai Product development organization , ensuring that client needs are considered in future product enhancements
- Proactive management of renewals - from alignment of value realization and success plans to guarantee to commercial management of the renewals
- Proactive management of account growth - Understand business dynamics at the customer and leverage those to grow revenue at the customer (focused on organic growth, i.e. based on volumes growth or other revenue drivers linked to existing use case)
- Your First 30-Days at Feedzai:
- You will be immersed in our brand with training, connections, and one-on-one time with your manager
- You may shadow your colleagues virtually or onsite at an office depending on where you work as you are supported through your Feedzai journey
- In addition, you will have access to a ton of information to give you history, context, and all the knowledge you can handle about Feedzai and the team
- Finally, you will start working on projects and collaborating on work currently being done
Salary benchmarks
Our take
In this digital age, one of the biggest challenges is mitigating financial crime online. As more people use digital banking and commerce, there has been a significant increase in consumers being subjected to online banking fraud attacks and scams.
Feedzai makes banking and commerce safe with its financial risk management platform. Their AI platform monitors companies with more than 900M customers in nearly 200 countries. And many of the world’s largest financial institutions such as Citibank, Fiserv, and Santander, as well as well known fintechs such as SoFi already use Feedzai’s technology.
As the use of digital banking and payments continues to grow during this boom period, so will the increase in financial crime. The company will always face a challenge to improve its technology as fraudsters find new methods to execute financial crimes. But with some serious funding to their name, which they plan to use to continue driving innovation, Feedzai is well prepared to take on the challenges that come its way.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-17% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Oct 2025
$75m
LATE VC
Mar 2021
$200m
SERIES D
Total funding: $351.2m
Company benefits
- Flex/Remote Work Options
- Flexible Work Hours
- Personal Time oFf
- Maternity/Paternity Programs
- Health Insurance
- Mental Health/Menstruation Leave
- August 4 Day Work Weeks
- Culture of Learning
- Training Allowance
- Well-being Allowance
- IT Allowance
Company HQ
Midtown South, New York, NY
Leadership
Nuno Sebastião
(CEO & Chairman)After an MBA at London Business School, they founded Feedzai in March 2010 on graduation. They have served since as CEO, alongside working as Director of ANJE and an Advisor at Oak HC/FT and PruVen Capital.
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