Manager of Customer Success, LATAM

About Feedzai:

Feedzai is a cutting-edge technology company specializing in advanced fraud prevention and risk management solutions. Our mission is to empower businesses with innovative tools that safeguard transactions and foster secure, seamless experiences for their customers.

The Customer Success Team is responsible for delivering our product to our clients. This includes education, configuration, solution development, and risk strategy to enable our clients to address their pain points. We collaborate with our clients to ensure they have the right solution, build out a strategy and training plan for them, and then support them through each phase of our client lifecycle. We grow at a fast clip and believe no challenge is too big or too small. Therefore, we have an open environment that encourages us to lean in, try new things, and discover our potential. Join Us!

As a Director for our Customer Success at Feedzai, you will lead and manage a team of Customer Success Managers to ensure our clients not only derive maximum value from our products but also become enthusiastic advocates of Feedzai solutions within a specific region. Your responsibilities will extend beyond individual client interactions to include strategic oversight, team development, and ensuring the overall success of our clients in leveraging Feedzai's innovative technology.

You will be measured at the regional level on customer retention, customer net growth, customer health and advocacy scores, and in product adoption metrics.

Key Responsibilities:

Leadership and Strategy:

• Provide leadership and strategic direction for the Customer Success Managers within the designated region.
• Oversee the development and execution of client engagement strategies and success plans specific to the regional context.
• Collaborate with Feedzai leadership in the region to align customer success initiatives with overall business objectives.
• Strong focus on talent development in the team to guarantee we continue to raise the profile and impact of the CSM team
• Understanding fraud and regional market dynamics and shape strategy and approach to them

Client Relationship Management:

• Ensure the team develops and nurtures strong, long-lasting relationships with key clients within the designated region.
• Act as an escalation point for complex client inquiries, concerns, and issues.
• Regularly engage with senior stakeholders in the region to understand their evolving needs and expectations
• Regularly engage with customers (you are expected to lead by example) and work with them regularly

Value Maximization:

• Guide the team in collaborating with clients to identify opportunities for maximizing the value they derive from Feedzai products.
• Provide guidance and best practices to ensure clients within the region are effectively utilizing the full range of product features.
• Proactively identify and address potential challenges, working towards solutions that align with client goals.

Product Adoption and Training

• Oversee the development and execution of tailored onboarding and training plans for clients within the region in collaboration with the product enablement team.
• Ensure the team monitors and analyzes user adoption metrics within the region, providing insights and recommendations for improvement.

Advocacy Building:

• Lead efforts to identify and nurture customer advocates within the region who are willing to share their success stories
• Collaborate with marketing teams to create case studies, testimonials, and other materials showcasing client success with Feedzai within the region.

Feedback Collection and Product Improvement:

• Manage the collection of customer feedback on product experiences within the region and share insights with the product development team.
• Act as a bridge between clients within the region and the Feedzai Product development organization, ensuring that client needs are considered in future product enhancements.

Account Management

• Provide proactive management of renewals within the region, ensuring alignment of value realization and success plans.
• Oversee proactive management of account growth within the region, understanding business dynamics at the customer level to drive revenue growth.

Performance Metrics:

• Ensure the Customer Success Management function within the region archives objectives on the following dimensions: Customer Retention rate, ARR net growth rate, NPS and CSAT scores, product adoption metrics, and advocacy metrics.

Qualifications:

• Bachelor's degree in Technology, Business, or a related field.
• 10+ years of experience in a customer-facing role, including issue resolution, relationship management, and stakeholder management.
• Previous experience in managerial roles (5+ years) with a technical understanding, particularly in customer success management within the technology or software industry.
• Strong understanding of the fraud prevention space, preferably for Banks or Acquirers.
• Ability to analyze data and provide actionable insights.
• Results-driven with a focus on customer satisfaction.
• Exceptional communication, presentation, and interpersonal skills.
• Ability to work autonomously, take ownership, and demonstrate accountability.
• Technical and problem-solving skills with an understanding of the root causes of challenges.
• Organizational skills – can prioritize, multi-task, and demonstrate adaptability.
• Project management skills, including strong reporting capability.
• Commercial and business acumen – understanding and ability to speak to business drivers.
• Fluent in English (written and verbal).
• Fluency in Spanish or Portuguese (written and verbal) - preferably in both.

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