Customer Success Manager

About Fraud.net

Fraud.net is a leader in AI-powered enterprise risk intelligence. Its award-winning fraud detection platform helps digital businesses to quickly identify transactional anomalies and pinpoint fraud using artificial intelligence, big data, and visualizations. Fraud.net’s platform was designed to combat hard-to-detect fraud at digital enterprises in the e-commerce, travel, and financial services sectors. Our mission is to make every digital transaction safe.

Job Description

Our growing company is seeking an experienced Customer Success Manager who can help advance customer support and advocacy, contribute to our product roadmap, and influence how we continue to grow our team. You will be responsible for driving customer engagement, product usage, promoting retention, and loyalty. You will work closely with customers pre- and post-sale to ensure. In this role, you will closely interact with multiple facets of our business with exposure to the sales and product team. In most cases, you will be the main point of contact for many of our enterprise clients and will be responsible for their success with Fraud.net. 

Key Responsibilities

• Onboarding: Engage and train users so they derive value from our products and services. Optimize our training program to engage and target different user personas. Manage and own the in-app customer Help Center and other online support documentation.
• Customer Advocacy: Manage customer expectations, evaluate service levels and product satisfaction, and provide feedback to the product team to ensure continuous improvement.
• Customer Health: Organize and analyze customer usage data to ensure product usage. Develop customer health methodology which will be used to determine the pace and scope of customer outreach.
• Renewals: Manage key customer relationships to ensure usage growth over the duration of the contract term.
• Upsells: Analyze customer usage data and coordinate product marketing campaigns to identify and promote upsell opportunities.
• Account Escalation: Provide resolutions to customer issues and identify and address additional customer requirements. Provide technical and product support.
  

Skills And Qualifications

• Experience in business development, account management or customer success, preferably in a SaaS environment
• An understanding of SaaS-related technology and project management experience
• Ability to communicate and build relationships with C-level executives
• Strong technical and organizational skills, and comfort with working to deadlines
• Experience with Hubspot or similar CRM
• Experience with Asana or similar project management software
• Proficient in G Suite, specifically Sheets, and Slides
• Background in payments or digital fraud space a plus.

Location

• Remote

Fraud.net is a leader in AI-powered enterprise risk intelligence. Its award-winning fraud prevention, detection and management platform helps businesses quickly identify transactional anomalies and pinpoint fraud using artificial intelligence, big data, and visualizations. Fraud.net’s platform was designed to combat hard-to-detect fraud at digital enterprises in the e-commerce, travel and financial services sectors. Our mission is to make every digital transaction safe.