What this role entails

The Client Success Partner (CSP) is one of the most strategically important client-facing roles at Fenergo. The CSP owns the post-sale relationship outright - retention, adoption, value realisation and growth - and is judged on whether clients keep getting measurable ROI long after go-live, not just at it. The CSP gets alongside the client - in the room, on the hardest problems - because that proximity is where the most valuable work and the sharpest IP are made.

Operating that close demands real depth: the Fenergo client lifecycle, the regulatory terrain we work in - KYC, AML, CLM, client lifecycle management, financial crime, risk - and how every team in the firm actually works. The CSP is the person a client's executives call for a straight answer, and the person inside Fenergo who can get any door opened.

Because that depth is hard to hire and easy to grow, the CSP role is first and foremost an internal mobility path. We look for it in people who are already client-facing, product-fluent and trusted internally - Product, Advisory, Client Solutions, Delivery - and move them into partnership.

Key Responsibilities

1. Be the Trusted Partner

• Own the relationship. Own the post-sale success of a portfolio of clients. Each client has a live success plan tied to a named business outcome and ROI - not a status tracker.
• Translate, don't relay. Understand each client's priorities and pressures and turn them into clear actions for both sides. Communicate hard things plainly; challenge constructively; hold confidence when things are difficult.
• Run the heartbeat. Lead client success governance - the Monthly Client Pulse with executive sponsors, strategic business reviews and product health checks - as decision-making forums, not read-outs.

2. Drive Adoption and Value

• Watch the signals. Track client health, sentiment, adoption and success-plan progress. Use data and stakeholder insight to see risk early, while it is still cheap to fix.
• Own churn risk end-to-end. Spot at-risk clients and stabilise them at pace with the account team. Adoption depth is the retention mechanism - a live-but-unused deployment is still a churn risk.
• Be a product partner, not a ticket router. Support functional and use-case questions directly where you can; partner with Product and Support on escalations while keeping ownership of the client experience.
• Arm the renewal. Give Sales the evidence - value delivered, sentiment, adoption, risk - that makes renewal a formality rather than a negotiation.

3. Orchestrate Fenergo around the client

• Pull the firm together. Coordinate Sales, Product, Delivery, Support and Partners into one joined-up plan. The CSP is the single point where the firm becomes coherent to the client.
• Be the Voice of the Customer. Feed structured insight back in - needs, adoption barriers, product feedback, growth signals - so the firm learns from every account.
• Find the growth. Surface qualified expansion, then hand off cleanly to Sales with an account strategy.
• Own the numbers. Accountable for client-health reporting and the metrics behind it - CSAT, NRR, FTTV

Requirements

Required experience and capabilities

Experience & Capability

• 7+ years of experience in customer success, account management or a related client-facing role.
• Proven experience in the financial services domain experience, especially with client lifecycle management, onboarding, KYC, AML, FinCrime, fraud, identity, compliance or risk.
• Proven experience building trusted relationships with senior stakeholders, developing accounts into tangible growth opportunities
• Proven experience managing high risk accounts to resolution at pace, working cross-functionally with Product, Support, Professional Services, Delivery or Sales to resolve client issues and improve outcomes
• Strong understanding of SaaS customer success models, including onboarding, adoption, renewals, retention and expansion.
• Experience supporting renewal, retention and account-growth strategies through value evidence, client insight and risk management.

Product fluency and problem solving (intelligence)

• Proven ability to learn a SaaS product and support clients with functional, use-case, enablement and adoption-related questions.
• Strong analytical and consultative problem-solving skills, with the ability to structure complex issues and communicate them clearly
• Experience in implementation, professional services, solution consulting or client transformation programmes.

Core Behavioural Skills

Attitude & Can-do:

A positive, solution-oriented attitude is non-negotiable. The CSP approaches every client interaction, internal challenge and setback with a constructive mindset, focused on what can be done rather than what cannot.

Curiosity & growth mindset:

The best CSPs are genuinely curious about their clients' businesses, about the Fenergo platform, and about the problems they are trying to solve. Curiosity drives better discovery, sharper insights and more creative solutions. It means asking the next question when others have stopped, staying up to date on industry trends and regulatory change, and proactively exploring how Fenergo can unlock new value for clients.

Emotional Intelligence

Client success is a people business. Emotional intelligence (EQ) is the ability to read a room, understand what is not being said, and respond in a way that builds rather than damages trust. The CSP uses EQ to navigate difficult conversations with empathy and composure, to adapt communication style to different stakeholders, and to recognise when a client relationship needs careful handling.

Initiative

This role requires sustained energy and pace, the drive to manage a large portfolio, pursue client outcomes relentlessly, and keep momentum across multiple workstreams. Energy is not just about pace; it is about enthusiasm, engagement and the commitment to bring your best to every client interaction and internal collaboration.

Benefits

Our promise to you

We are striving 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 client's needs.

• 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

What's in it for you?

• Healthcare cover with Canada Life
• Retirement savings plan
• Employee Assistance Programme
• Opportunity to earn an annual company bonus
• 20 days PTO
• 3 company closure days
• Extensive training programs, classroom and online, through 'Fenergo University'
• Other competitive company benefits, such as flexible working hours, work from home policy, sports and social committee and much more
• Buddy system for all new starters
• Opportunity to work on a cutting-edge Fintech Product, using the latest of tools and technologies.
• Defined training and role tracking to allow you see and assess your own career development and progress.
• Work From Home set-up allowance