About Us
At Fenergo, we're not just building software - we're transforming how the world's leading financial institutions fight financial crime. Headquartered in Dublin and trusted by over 100 of the world's top financial institutions, we're on a mission to change the game. We're more than a global leader in AI-powered client lifecycle management - we're reimagining how financial institutions tackle compliance. From Know Your Customer (KYC) and Anti-Money Laundering (AML) to rapidly evolving regulations, we turn complexity into clarity. Our FinCrime Operating System, powered by agentic AI and intelligent automation, helps financial institutions move faster, act smarter, and stay safer across 120+ countries. At Fenergo, we believe in a world where financial institutions aren't just compliant - they're confident. Where technology doesn't just meet regulations - it stays ahead of them. Our mission is to empower financial institutions to stop financial crime and create a safer world. Every product we build, every innovation we deliver, and every partnership we forge is shaped by that belief. We're tackling some of the toughest challenges in financial technology. From speeding up onboarding to uncovering hidden risks, our work empowers banks to serve their customers with speed, integrity, and peace of mind. Join us, and be part of a team that's building smart solutions, solving real problems, and shaping the future - together.
About The Role
We're looking for a Client Success Consultant to join our growing Client Success team. In this role, you will support a large portfolio of customers by delivering value through automated, one-to-many, and tech-enabled engagement strategies. This is a high-impact role focused on driving customer adoption, retention, and growth at scale. You'll work cross‑functionally with Product, Marketing, Support, and Sales to create scalable programs, resources, and touchpoints that enable customers to succeed without needing constant one‑on‑one attention.
Key Responsibilities
* Support a large and diverse portfolio of clients, using digital-first strategies to drive product adoption and customer health.
* Design and execute automated onboarding journeys, lifecycle campaigns, and in-product guidance using CX tools.
* Provide hands‑on product advice, demos, and tailored recommendations to clients to drive adoption, maximise value, and deliver seamless support throughout their journey.
* Support client queries through our digital client channels, ensuring a seamless, timely, and helpful experience at every touchpoint.
* Analyse customer data and usage trends to proactively engage customers with the right message at the right time.
* Collaborate with Marketing to develop and deploy customer education content, including webinars, knowledge base articles, guides, and videos.
* Identify and prioritise at‑risk accounts and intervene via digital or light‑touch outreach to improve retention.
* Partner with Product and Engineering to channel customer feedback and influence roadmap priorities.
* Create and optimise segmentation models and health scores to improve proactive engagement strategies.
* Track performance metrics such as adoption, NPS, retention, and expansion, and continuously iterate on strategies to improve them.
Requirements
* 3‑5+ years of experience in Customer Success, Account Management, or a similar customer‑facing role, preferably in a SaaS company.
* Experience working with a SaaS product and proven ability to drive increased product adoption and tangible outcomes for clients.
* Strong understanding of customer engagement models (e.g., one‑to‑many, digital‑led, tech‑touch).
* Experience working with CS platforms (Gainsight preferred).
* Data‑driven mindset with the ability to use analytics and customer insights to inform strategy.
* Excellent written and verbal communication skills.
* Passion for customer success and delivering value through scalable, efficient methods.
* Self‑starter who thrives in fast‑paced, cross‑functional environments.
Nice to Have
* Experience managing or scaling long‑tail customer segments.
* Experience with customer segmentation, playbooks, and journey mapping.
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 clients' needs.
What We Value Is At The CORE Of How We Succeed
* 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.
Benefits
* Healthcare cover
* Pension
* Employee Assistance Programme
* Opportunity to earn an annual company bonus
* 23 days annual leave
* 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
Diversity, Equality, and Inclusivity
Fenergo is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace, where all employees are valued, respected, and can reach their full potential. We do not discriminate based on race, colour, religion, sex, national origin, age, disability, or any other characteristic protected by applicable law. Our hiring decisions are based solely on qualifications, merit, and business needs. We believe that a diverse workforce enriches our company culture, fosters innovation, and contributes to our overall success. We strive to provide a fair and supportive environment for all employees, promoting equal opportunities for career development and advancement. We encourage all qualified individuals to apply for employment opportunities and join our team in contributing to a collaborative and inclusive work environment.
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