Client Success Partner, Americas

About the role

Fenergo, a global provider of AI-powered client lifecycle management for financial institutions, is hiring a Client Success Partner (CSP) in Toronto. The CSP owns the post-sale relationship for a portfolio of clients, focusing on retention, adoption, value realisation and growth, and is the person clients call for straight answers. The role is primarily an internal mobility path for people already client-facing and trusted within the firm.

Key responsibilities

• Own the post-sale success of a client portfolio, turning each client's priorities into clear actions and running governance such as the Monthly Client Pulse and strategic business reviews.
• Track client health, adoption and success-plan progress, own churn risk end-to-end, and arm Sales with evidence of value delivered to support renewals.
• Coordinate Sales, Product, Delivery, Support and Partners into a joined-up plan, feed structured customer insight back to the firm, surface qualified expansion and hand it off to Sales.
• Be accountable for client-health reporting and the metrics behind it, including CSAT, NRR and FTTV.

Required profile

• 7+ years of experience in customer success, account management or a related client-facing role.
• Proven experience in financial services, especially client lifecycle management, onboarding, KYC, AML, FinCrime, fraud, identity, compliance or risk.
• Proven track record of building relationships with senior stakeholders and growing accounts, and managing high-risk accounts to resolution.
• Experience in implementation, professional services, solution consulting or client transformation programmes.

Required skills

• Strong understanding of SaaS customer success models: onboarding, adoption, renewals, retention and expansion.
• Ability to learn a SaaS product and support clients on functional, use-case and adoption questions.
• Analytical and consultative problem-solving, with strong emotional intelligence and initiative.