London, GB

Job Term


Company Website

Featurespace is the world leader in Adaptive Behavioural Analytics technology for fraud and risk management. Using machine learning and anomaly detection, our ARIC platform helps financial institutions and organizations around the globe stop fraud in real time.

But we're more than just a tech company, our biggest asset is our people who are exceptionally talented and dedicated to fighting fraud and protecting our customers from risk.

Led by CEO Martina King, one of the 25 Most Influential Women in Payments 2018, and an award-winning management team (Sunday Times, 2018), we’ve had consecutive years of outstanding growth and commercial success. And it's only getting better; we received more than 14 awards and accolades in 2018, including the Queen's Award for Enterprise.

The Opportunity 

The Customer Success team delivers a comprehensive customer centric program designed to surprise and delight our customers. At Featurespace Customer Success are expected to manage customer expectations by being transparent and proactive and drive through opportunities for advocacy wherever possible.  While expanding the revenue investment of a customer is part of the role, this should result from working closely with customers and truly understanding their needs.

We are looking for top talent to join our growing team, someone with a standout personality, customer centric and high levels of integrity.  The customer success team has the ultimate responsibility to safeguard the relationships with our customers and ensure they are achieving the outcomes they want from Featurespace. This is a role which requires tight co-ordination and time management working with every team in the business to provide comprehensive services, products and solutions to a customer through our new pod structure.

Reporting to the Head of Customer Success, the successful candidate will be a senior hire and responsible for creating a strategic plan and leading a dedicated pod team of experts to execute it, resulting in the retention and growth of our biggest (Tier 1) customers. 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.


Day to Day

  • Full commercial responsibility (P&L) for existing Tier 1 customers and renewal of contracts, tasked with growing the existing investment in Featurespace solutions
    • Understanding the customer's business and overall strategy
    • Understanding account white space
    • Identifying new opportunities
    • Creating new proposals, work requests and SOWs
    • 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
  • Work with Customer Success Director to conduct regular risk assessments on assigned accounts ensuring timely resolution or avoidance of issues
  • Collaborating with the assigned pod team members, create and execute strategic account plans for assigned accounts - coordinate the pod team, including an assigned Customer Success Director, to deliver agreed targets and KPIs, and present the account plan annually to internal management to agree objectives, reviewing previous years' achievement to help plan
  • 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 the customer within Featurespace including to senior management and the delivery team
  • Act as a mentor to other team members with particular focus on the Customer Success Directors assigned to your accounts, and proactively contribute to business objectives

Indirect Customer additional responsibilities:

  • Work with marketing to facilitate the production of relevant, high impact materials and sales decks
  • Collaborate with the customer to create a go to market strategy
  • Support the customer with their Featurespace product sales efforts

About You

  • Experience managing and negotiating with C-level commercial and technical stakeholders within complex, global accounts (FTSE 100 level)
  • Extensive payments and banking industry knowledge
  • Bachelor's degree (or equivalent) or significant relevant experience required
  • Exceptional relationship building skills: active listening, warm and friendly but firm and decisive, a proactive 'go-getter'!
  • Strong commercial acumen; a skilled negotiator, capable of closing large opportunities and navigating legal and contractual requirements
  • 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
  • Demonstrate full competence navigating and connecting ARIC and Featurespace to customer requirements and/or possess extensive industry experience e.g. fraud, risk management, financial services
  • Experience mentoring/managing other team members
  • Extensive experience managing accounts independently and achieving or exceeding revenue related targets
  • Flexibility to travel as required

Personal Qualities

The work is often challenging and fast paced. As such we are looking for someone who has the following:

  • Resilience in the face of change
  • Great organisational skills
  • Good common sense and a logical thinker
  • A passion to work for one of the fastest growing fraud prevention technologies in the world

And most importantly; a willingness to adapt to a variable role and a great can-do attitude. 


Salary & Benefits

We believe in giving you the resources you need so that innovation can thrive. 

In addition to competitive salaries, we offer:

  • Quarterly bonus awards
  • 25 days’ annual leave plus bank holidays
  • Share growth scheme
  • Career growth and training opportunities
  • Friday team takeaway delivered to the office
  • Quarterly social, team building events
  • Weekly lunchtime sports clubs
  • Discounted gym membership
  • Fridges full of treats and drinks for lunches and snacks
  • Freshly ground coffee machines
  • Pension scheme
  • Weekly board game evenings with pizza
  • Cycle to Work schemes
Apply now