Client Success Partner

About Fenergo

Fenergo is a leader in AI-driven client lifecycle management, working with over 100 top financial institutions globally to transform how they address financial crime. Headquartered in Dublin, we specialize in streamlining compliance challenges such as KYC, AML, and rapidly evolving financial regulations through our FinCrime Operating System, enabled by agentic AI and smart automation, serving clients across more than 120 countries.

We aim to empower financial institutions to not only comply but confidently anticipate and surpass regulatory demands. Our innovations help banks onboard customers swiftly, identify concealed risks, and maintain integrity and trust.

Role Overview

The Client Success Partner (CSP) plays a vital strategic role directly interfacing with clients after sales. Responsible for client retention, adoption, measurable value realization, and growth, the CSP ensures clients continue to reap benefits well beyond initial deployment.

This position requires deep expertise in the Fenergo client lifecycle, regulatory areas like KYC and financial crime compliance, and internal company operations. The CSP serves as the trusted executive contact for clients and the internal catalyst who can align teams to achieve client outcomes.

Primary Responsibilities

• Take full ownership of client relationships and ongoing success for a designated portfolio, with action-oriented success plans linked to clear business outcomes and ROI.
• Translate client priorities into understandable tasks for internal and external teams, communicating clearly and constructively while maintaining confidence during challenges.
• Lead regular governance meetings with clients, transforming them into actionable decision forums, including monthly pulses, executive reviews, and product health checks.
• Monitor client engagement and sentiment through data and insights, identifying risks early and intervening promptly to stabilize and prevent churn.
• Support clients with product-related questions directly and collaborate with Product and Support teams when escalations occur, maintaining ownership of client experience.
• Provide Sales with evidence of value delivery and client satisfaction to facilitate smooth renewals, minimizing negotiation friction.
• Coordinate internal stakeholders across Sales, Product, Delivery, Support, and Partners to present a unified approach to clients.
• Serve as the voice of the customer internally, reporting needs, barriers, feedback, and growth opportunities to drive company-wide learning from accounts.
• Identify potential expansion opportunities and engage Sales with well-prepared account strategies.
• Maintain accountability for client health metrics such as CSAT, Net Revenue Retention (NRR), and Fast Time to Value (FTTV).

Required Qualifications and Experience

• Minimum of seven years in customer success, account management, or similar client-facing roles.
• Experience within financial services, focusing on client lifecycle management, onboarding, KYC, AML, financial crime, fraud prevention, identity, compliance, or risk.
• Demonstrated ability to cultivate trusted relationships with senior executives and develop accounts for measurable growth.
• Track record of swiftly managing high-risk accounts through cross-functional collaboration to resolve client issues and enhance outcomes.
• Strong knowledge of SaaS customer success lifecycle components including onboarding, adoption, renewals, retention, and growth.
• Expertise in applying customer insights and evidence-based value to support renewals and account growth strategies.
• Capability to quickly learn SaaS products and proactively assist clients with functional and use-case support, adoption, and enablement.
• Advanced analytical and consultative problem-solving skills, with the ability to break down complex problems and communicate them effectively.
• Experience in implementation, professional services, solution consulting, or client transformation programs.

Essential Behavioral Attributes

• A positive, solution-focused attitude that approaches challenges with determination to find workable solutions.
• Genuine curiosity about client businesses, Fenergo’s platform, regulatory trends, and motivation to explore innovative ways to generate value.
• High emotional intelligence to skillfully handle sensitive conversations, adapt communication for different stakeholders, and cultivate trust.
• Self-motivation and sustained energy to manage a broad portfolio, relentlessly pursue client outcomes, and maintain momentum across projects.

Benefits and Culture

• A collaborative and high-performing environment committed to customer success excellence, inclusion, and continuous improvement.
• Health and well-being prioritized through comprehensive medical coverage for employees and dependents.
• Generous leave entitlement including 23 annual days plus three additional paid days at year-end.
• Support for child education expenses.
• Flexible work options including hybrid models and flexible hours, with a home office setup allowance.
• Competitive monthly salary ranging from 40,000 to 46,000 AED.

Diversity and Equal Opportunity

Fenergo is an equal opportunity employer dedicated to fostering a diverse, equitable, and inclusive workplace. Employment decisions are made without regard to race, color, religion, sex, nationality, age, disability, or any legally protected characteristics. We encourage qualified candidates from all backgrounds to join us in cultivating an innovative and welcoming environment.