Careers

Locations

Atlanta, GA, US, Remote

Job Term

Full-Time

Company Website

The Opportunity

 

At Featurespace, we strive to be the world’s best software company at protecting our clients and their customers from fraud attacks. We do that with personality, heart and professionalism, cultivating an innovative, fun and positive team atmosphere where everybody can contribute to solving our clients’ problems in new, innovative ways. We are always seeking to be the best at what we do and make our customers smile.

In your role as Customer Success Manager you will help us achieve our goals and deliver success on behalf of our customers by:

  • Leading the growth, strengthening our relationships and continually improving client satisfaction and thus renewal of our key accounts.

You will join our growing Customer Success team in our Atlanta office or remotely in the US.

 

Day to Day

 

Responsibilities

As a company we hire people with a willingness to adapt to a variable role, so along with the key responsibilities below, we ask for ownership of any other duties as required.

Tier 1 accounts – A tier 1 account is defined as having an annual recurring revenue (or identified potential value) which is in the top sector of our customers.

  • Play a supporting role to the Customer Success Director, helping with SOW and contractual scoping. Coordination of business reviews and internal steering committees. Weekly operational calls and escalations. General liaison at the operational level of the account.

Tier 2 accounts

  • Full commercial responsibility for existing customers and renewal of contracts, tasked with growing the existing investment in Featurespace solutions
  • 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
  • Coordinate and work alongside internal teams to ensure customer needs are met during initial implementation and future projects
  • Conduct risk assessments on assigned accounts ensuring timely resolution or avoidance of issues
  • Create and execute strategic account plans for assigned accounts to deliver agreed targets and KPIs.
  • 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
Apply now