Own and manage a portfolio of financial services clients (including banks, fintechs, and credit unions) across the AMER region, ensuring ongoing satisfaction and value realization from Entersekt’s solutions.
Develop and execute tailored client success plans, aligned to each client’s business goals, strategic initiatives, and adoption maturity.
Monitor client health and engagement, using data to proactively identify risks, surface opportunities, and ensure long-term satisfaction and renewal.
Drive renewals, upsells, and expansion opportunities, identifying qualified leads and collaborating closely with the Commercial team to support revenue growth.
Recognize expansion opportunities and effectively qualify them for Sales counterparts to bring to closure.
Serve as the voice of the customer internally by feeding insights back into Product, Engineering, and Support teams to improve features, service quality, and innovation.
Manage escalations and support coordination, ensuring issues are resolved promptly and clients feel supported and prioritized.
Support strategic initiatives within the Client & Partner function and contribute to process improvements and best practices.
Document and manage all customer engagement information – including updates on critical contacts, statuses, next steps, and related items.
Consistently achieve on-time renewal revenue targets.

3+ years of experience in Customer Success, Account Management, or a related role within fintech, SaaS, or enterprise technology.
Solid understanding of digital banking, authentication, cybersecurity, or payments.
Strong interpersonal and communication skills, with the ability to engage C-level stakeholders and technical teams alike.
Proficiency with CRM tools and customer success platforms, such as Salesforce, Gainsight, or similar.
Proven ability to manage multiple complex accounts, prioritize effectively, and work autonomously in a fast-paced environment.
Experience working with cross-functional teams in global organisations is a strong plus.

Customer Success Director – AMER

Key skills