Client Success Partner, AMER
On-siteToronto, Ontario, Canada
Job Summary
Own the post-sale success of a client portfolio by translating priorities into clear actions, leading governance forums like the Monthly Client Pulse, and driving adoption to ensure measurable ROI. Track health signals and sentiment to identify churn risks, stabilizing at-risk accounts while partnering directly with Product and Support on escalations. Coordinate Sales, Delivery, and Partners into a joined-up plan, feeding structured insights back to the firm to uncover growth opportunities and inform product strategy. Accountable for client-health reporting metrics including CSAT and NRR, you serve as the single point of contact for executive stakeholders to deliver clarity on complex financial crime challenges.
Required Qualifications
- 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
- 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
- A positive, solution-oriented attitude
- Curiosity & growth mindset
- Emotional intelligence (EQ) - the ability to read a room, understand what is not being said, and respond in a way that builds rather than damages trust
- Sustained energy and pace, the drive to manage a large portfolio, pursue client outcomes relentlessly, and keep momentum across multiple workstreams
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.