As a Senior Customer Success Manager , you are the primary owner of the client relationship from the moment a product goes live. You are the face of  to our clients post-deployment a trusted advisor who ensures they are continuously extracting value from our AI-powered credit and risk products, that the product is performing as expected, and that the relationship is healthy, growing, and built on confidence in   as a long-term partner. This is not a passive relationship-maintenance role. You will be deeply embedded in your clients’ day-to-day realities, proactively identifying friction points, product gaps, and expansion opportunities. You will serve as the critical bridge between the client and  internal teams translating client feedback into structured, actionable input for Product and Engineering, coordinating the rollout of updates and new features, and surfacing the right commercial opportunities at the right moments. You will carry a portfolio of post-live clients and be accountable for their retention, satisfaction, and growth.

Responsibilities

Client Relationship Ownership Serve as the single, accountable point of contact for all assigned clients post go-live, owning the health, depth, and continuity of each relationship. Build trusted, senior-level relationships with client stakeholders across IT, business, risk, and executive functions at banking and financial institution clients. Conduct regular structured touchpoints quarterly business reviews, monthly check-ins, and ad hoc sessions ensuring clients feel heard, informed, and supported at all times. Navigate complex, multi-stakeholder client environments with professionalism and political awareness, managing competing priorities without losing client trust. Maintain a deep understanding of each client’s business context, goals, and constraints so that your engagement is always relevant, timely, and value-driven.

Product Health & Operational Oversight

Own the post-live health of  products within each client environment actively monitor product performance, usage patterns, and delivery of promised outcomes. Coordinate with Forward Deployed Engineers and Product teams to ensure product updates, patches, and new feature rollouts are communicated clearly, planned collaboratively with the client, and executed without disruption. Act as the first line of triage for client-reported product issues: assess impact and urgency, set accurate client expectations, and drive internal resolution with a clear sense of ownership. Ensure clients are consistently onboarded to new capabilities and that product adoption translates into measurable value for their business. Client Feedback & Internal Advocacy Systematically capture, document, and synthesise client feedback feature requests, pain points, workflow gaps, and product observations into structured, prioritised input for Product and Engineering teams. Act as the internal voice of the client: represent client needs clearly and credibly in internal product roadmap discussions, sprint reviews, and delivery planning sessions.

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