Client Success Expert

We're on a mission to revolutionize how financial institutions tackle compliance and fight financial crime. Our innovative approach empowers clients to stop financial crime and create a safer world.

As a Client Success Partner, you'll play a critical role in driving product adoption, removing roadblocks, and identifying opportunities for new products and services. You'll work closely with clients to understand their needs and deliver measurable business outcomes.

To succeed in this role, you'll need strong relationship-building skills, commercial acumen, analytical thinking, and a proactive mindset. You'll also be comfortable working with VP+ or C-suite decision-makers and have experience establishing yourself as a trusted advisor with clients.

We're looking for a highly motivated and experienced professional who can help us drive client success and growth. If you're passionate about delivering exceptional results and making a meaningful impact, we'd love to hear from you.

Key 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 our 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 our product.
• 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 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 fulfillment of our 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 we 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 organization.
• 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 strive 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

Benefits:

• Comprehensive health coverage for employees and their dependents
• Access to Private Health Insurance (Hospital & Extras) through GU Health for employees and their dependents
• Life Assurance coverage
• Generous annual leave entitlement of 23 days
• Employees are required to take 3 company-designated days as leave out of the 26 days holiday allowance
• Flexible Work from Home Policy allowing for up to 4 days per month
• Enjoy the benefit of flexible working hours
• Upon joining, employees will receive a Work from Home allowance (approximately AUD 780)