Client Success Partner

Overview

About us

Fenergo is a high-growth global SaaS company driving digital transformation for some of the world’s largest and most complex organisations. While we’re known for our leadership in Client Lifecycle Management (CLM) solutions for financial institutions, our technology now powers a broad range of regulated industries looking to streamline compliance, onboarding, and customer experiences.

With over 700 team members across 11 international offices, Fenergo offers the agility of a tech scale-up combined with the reach of a global enterprise. You’re also getting in on the ground floor of the next phase in our growth journey, as part of a €100 million expansion across Research, Development and Innovation backed by Enterprise Ireland we’re creating 300 new jobs in our Dublin HQ and a further 200 globally.

We’ve earned industry recognition too, we’re the #1 CLM provider in the RiskTech100 and a Deloitte Best Managed Company. We stay ahead of the curve through innovation and customer impact. Led by our CEO Marc Murphy, our team thrives on solving real-world challenges with smart, scalable, AI driven technology—making this an exciting time to join Fenergo and help shape the future of digital transformation.

What does this role entail?

The Client Success team at Fenergo services our Global client base. This team is responsible for coordinating the post-sale customer lifecycle, enabling customers to achieve value realization through the adoption of the Fenergo product, retention, and growth.

We are seeking a highly motivated and experienced Client Success Partner to join our growing team in Sydney. As a trusted advisor and primary relationship owner post-sale, you will work with a portfolio of primarily corporate/enterprise-sized clients.

You will be responsible for driving product adoption, removing roadblocks, proactively managing risk, and identifying opportunities for new products and services. You’ll work with a broad number of stakeholders, including leadership, to understand their problem statements, business outcomes, and the challenges they face, and help them achieve long-term growth.

Internally, the Client Success Partner acts as the voice of the customer and collaborates cross-functionally with Sales, Product, Professional Services, and Support to drive and deliver client success plans.

Success in this role requires strong relationship-building skills, commercial acumen, analytical thinking, product knowledge, and a proactive mindset. The ideal candidate is client-focused, data-driven, adaptable, and thrives in a fast-paced, evolving environment.

Responsibilities

- Oversee the customer experience of a portfolio of clients with goals of adoption, retention, and growth.
- Builds strong, trust-based relationships with key client stakeholders at the executive level, driving success with the Fenergo product and ensuring they receive maximum value throughout their lifecycle.
- Use strategic thinking, consultative problem solving, and deep product knowledge to help your customers achieve measurable business outcomes, new use cases, and maximize their ROI with Fenergo.
- Partner with multiple cross-functional internal teams (Sales, Professional Services, Customer Support, and Partners) to develop and execute Client Success Plans, including QBRs, Executive Business Reviews, and strategic planning sessions, and Churn Mitigation Plans when necessary.
- Be a Fenergo product expert and advisor to drive our clients’ ability to adopt the most relevant features for their specific requirements successfully.
- Engage with your clients to unlock product adoption, identify upsell and expansion opportunities, and ensure fulfilment of the Fenergo solution and offering.
- Identify and share qualified expansion opportunities with Sales (CSQLs), with appropriate handoff.
- Support the renewal plan and strategy by providing business value delivered and client sentiment.
- Reduce churn through early risk identification, intervention, escalation, and mitigation in partnership with your Fenergo account team.
- Be the Voice of the Customer to provide internal feedback on how Fenergo can better serve our core clients.
- Be accountable for reporting internally on Client Health and responsible for owning and actioning key metrics, including CSAT, NPS, and LTV.

Skills & Competencies

- 7+ years of relevant work experience in a customer-facing customer success, account management, or strategic consulting organisation.
- A proven track record of measurably impacting customer results through creative problem-solving, strategic consulting, and change management.
- Exceptionally strong communication and relationship-building skills, with the ability to multithread across stakeholders and deliver compelling executive-level presentations.
- Project management expertise, including planning and executing strategic initiatives.
- Experience with risk management, account retention, and renewal strategies.
- Deep understanding of Client Success metrics, SaaS economics (NRR, LTV, CAC), and lifecycle management.
- Experience establishing yourself as a trusted advisor with clients to guide outcomes.
- Experience using Success Plans to ensure goals are aligned from a business strategy perspective and success metrics are identified.
- Ability to understand and communicate complex problems clearly and concisely to different audiences.
- Experience working with VP+ or C-suite decision-makers.
- Self-motivating and entrepreneurial team player.
- Experience building lasting relationships with customers and colleagues.
- Experience with enterprise or corporate SaaS customers is beneficial.

Our Promise To You

We are striving to become global leaders across all of the categories we operate in and as part of that we are a high-performing highly collaborative team that works cross functionally to accommodate our clients’ needs.

What we value is at the CORE of how we succeed:

- Collaboration: Working together to achieve our best
- Outcomes: Drive Success in every engagement
- Respect: A collective feeling of inclusion and belonging
- Excellence: Continuously raising the bar

What’s in it for you?

- Comprehensive health coverage for employees and their dependents
- Access to Private Health Insurance (Hospital & Extras) through GU Health for employees and their dependents
- Generous annual leave entitlement of 23 days
- Enjoy the benefit of flexible working hours
- Upon joining, employees will receive a Work from Home allowance (approximately AUD 780)
- Engage in regular social activities such as park runs, trips to the theatre, painting workshops, and boat trips

Diversity, Equality, and Inclusivity

Fenergo is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace, where all employees are valued, respected, and can reach their full potential. We do not discriminate based on race, colour, religion, sex, national origin, age, disability, or any other characteristic protected by applicable law. Our hiring decisions are based solely on qualifications, merit, and business needs. We believe that a diverse workforce enriches our company culture, fosters innovation, and contributes to our overall success. We strive to provide a fair and supportive environment for all employees, promoting equal opportunities for career development and advancement. We encourage all qualified individuals to apply for employment opportunities and join our team in contributing to a collaborative and inclusive work environment.

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