Strategic Account Manager - Customer Success

As a Strategic Account Manager at Feedzai, you will manage the end-to-end success for a designated portfolio of accounts while simultaneously providing critical support to Strategic Account Leads and the Head of Strategic Accounts on larger, highly complex enterprise clients. You will ensure that projects and live programs deliver contracted value, run reliably, and meet the expectations of client stakeholders. You will sit within the regional Customer Success / Delivery management structure, partnering closely with Project Managers, Delivery Leads, and internal teams to track account health, drive day-to-day execution, and support overarching account strategies.

• Own the strategic relationship for dedicated accounts, serving as the primary point of contact for key client stakeholders;
• Partner with Strategic Account Leads to align executive stakeholders and resolve complex issues for high-revenue clients;
• Build and nurture long-lasting relationships with client stakeholders to ensure alignment on roadmap, risk, and value realization;
• Develop and maintain joint success plans to proactively address evolving client needs;
• Help monitor stakeholder needs and expectations, ensuring timely communication and information flow;
• Assist in handling complex situations by coordinating with internal stakeholders and gathering necessary data to unblock issues;

• Drive value realization plans for dedicated accounts and support Leads in managing them for enterprise clients;
• Partner with internal teams (Product, Data Science, Customer Care) to monitor solution performance (KPIs/SLAs) and recommend value-optimizing improvements;
• Link performance data and roadmap execution to measurable outcomes such as total fraud reduction, operational efficiency, and customer friction reduction;
• Assist in preparing QBR frameworks and performance dashboards for strategic accounts;

• Partner with clients to identify opportunities for maximizing product value;
• Develop and support tailored onboarding and training plans in collaboration with enablement teams;
• Monitor and analyze user adoption metrics, providing actionable insights and recommendations for improvement to clients and internal leadership;

• Partner with PMs and Delivery Leads to drive governance, prioritization, and roadmap execution;
• Lead governance forums (SteerCos, incident reviews) for dedicated accounts; assist Leads in preparing materials for enterprise-level engagements;
• Monitor project and BAU initiatives, tracking success criteria, risks, and timelines to manage scope and ensure transparency;

• Act as an escalation point for your dedicated accounts to resolve delivery issues, while assisting Leads in coordinating data and responses for major incidents on top-tier accounts;
• Proactively identify delivery risks across projects and maintain cross-functional mitigation plans, ensuring action items are tracked and owners are aligned;

• Document best practices, lessons learned, and governance improvements to drive team excellence;
• Partner with Marketing and Leads to identify customer advocates and produce success stories;
• Synthesize customer feedback to influence Product roadmaps and feature enhancements;

• Bachelor's degree in Technology, Business, or a related field;
• 5–7 years of experience in customer-facing roles (e.g., consulting, customer success, account management) that include issue resolution, relationship management, and stakeholder management;
• Strong understanding of the fraud prevention space (preferably for Banks or Acquirers);
• Experience owning relationships with enterprise accounts, ideally in the financial services sector, with a proven ability to support senior leads on large strategic accounts;
• Ability to analyze data and provide actionable insights;
• Results-driven with a focus on customer satisfaction and a customer-centric mindset;
• Exceptional communication, presentation, and interpersonal skills;
• Ability to convey technical concepts to both technical and non-technical audiences;
• Strong organizational skills – can prioritize tasks, multi-task, and demonstrate adaptability;
• Project Management skills, alongside a collaborative mindset to work effectively autonomously and across teams;
• Verbal and written fluency in English;

The Customer Success organization, through its Delivery and Strategic Accounts sub-functions, ensures the successful implementation, sustained value realization, and operational stability of Feedzai solutions for some of the world’s largest and most sophisticated financial institutions. In this fast-paced and open environment, you will collaborate with a globally distributed, high-performing team to deliver predictable, profitable, and scalable outcomes for strategic accounts. As a result, we're empowered to spark change every day, influencing the trajectory of our company and ourselves. Join Us!

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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. We can't wait to have you join the team!

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