Customer Success Manager

Job description

Who are we? Want to build strategic partnerships with leading financial institutions and help them protect millions of customers from fraud, scams, and emerging cyber threats? We help the world's leading banks stay ahead of fraudsters, scammers, and cybercriminals. Our technology protects millions of users every day by detecting fraud, malware, and emerging attack techniques before damage is done. We do this by combining 15 years of extensive research with our own smart software. At ThreatFabric, we're not just shaping the future of cybersecurity - we're defining it. With our headquarters in the vibrant city of Amsterdam, ThreatFabric stands at the forefront of combating online fraud, mobile malware, and threat intelligence. Your mission Position: Full-time | 40 hours per week Location: Amsterdam, Netherlands | Hybrid (2–3 days in the office) Salary Range: 75.000,- / 95.000,- Reports to: VP, Global Sales (Customer Success is part of Sales) About the job As Customer Success Manager, Strategic Accounts at ThreatFabric, you are responsible for the relationship, retention, and growth of our most strategic financial institution customers. These include leading banks and payment companies whose fraud prevention programmes depend on our platform every day. This is a senior, revenue-accountable role in which you will act as a trusted advisor, executive partner, and internal champion for a focused portfolio of high-value accounts. You will play a key role in protecting and expanding some of our largest customer relationships. Customer Success is part of our Global Sales organisation. You will work closely with Sales, Product, Data Science, and Solution Engineering to ensure customers achieve measurable fraud-loss reduction and a clear return on investment. You will also identify and develop expansion opportunities across new products, use cases, and business lines. The Customer Success Manager owns the customer relationship, customer success strategy, retention planning, and identification and development of expansion opportunities. Sales remains responsible for commercial pricing, contract negotiations, and the formal closing of renewals and expansion opportunities. You will work closely together throughout this process. Your key responsibilities will include: Owning the relationship, retention strategy, and growth plan for a portfolio of strategic financial institution accounts. Building strong, trusted relationships with senior and executive stakeholders. Acting as a strategic advisor on fraud prevention, product adoption, and business outcomes. Developing and maintaining strategic account plans with clear objectives, actions, and success measures. Proactively monitoring upcoming renewals, identifying risks, and coordinating retention plans with Sales. Identifying, qualifying, and developing expansion opportunities across products, use cases, regions, and business lines. Working with Sales during renewal and expansion processes, with Sales responsible for pricing, contract negotiations, and closing. Demonstrating measurable customer value, including fraud-loss reduction, product adoption, and return on investment. Conducting regular executive business reviews and clearly communicating progress, risks, and opportunities. Working closely with Sales, Product, Data Science, Solution Engineering, and other internal teams to deliver successful customer outcomes. Representing customer priorities internally and ensuring relevant feedback is communicated to product and executive leadership. Monitoring customer health, adoption, satisfaction, and commercial performance. Responding promptly and effectively to customer requests, issues, and escalations. Contributing to the continued development and scalability of ThreatFabric's Customer Success organisation and processes. Staying informed about evolving fraud patterns and attack methods to better understand and support customer priorities. What We Offer A 12-month employment contract with the intention to extend. Subject to mutual satisfaction, this may lead to a permanent position. A competitive salary between 75.000,- and 95.000,- annually that reflects your skills and experience. Commission scheme 25 holidays per year. 8% holiday allowance (included in annual salary). A Pension Scheme. A stimulating and supportive work environment that encourages growth and development. An annual personal Growth and Development budget. The opportunity to make a meaningful impact in a rapidly growing tech company. Flexible Remote / Hybrid work-from-home options to promote work-life balance. Flexible working hours. Active ThreatFabric events and FitFabric bootcamps. Active knowledge-sharing huddles. Who are we looking for? Essential Experience & Skills Proven experience in Customer Success, Strategic Account Management, Enterprise Account Management, or a comparable customer-facing role. Experience managing high-value enterprise customers and complex customer relationships. Demonstrated responsibility for customer retention, renewals, and account growth. Experience working with enterprise software or SaaS solutions. Ability to translate product capabilities and customer requirements into measurable business outcomes and return on investment. Experience building relationships with senior decision-makers and executive stakeholders. Strong commercial awareness and the ability to identify and develop expansion opportunities in collaboration with Sales. Strong presentation, negotiation, and stakeholder management skills. Fluency in English, both spoken and written. Willingness to travel internationally to customers. Preferred Experience & Knowledge The following experience is valuable, but candidates are not expected to meet every requirement. Industry and product-specific knowledge can be developed in the role. Experience working with banks, payment companies, or other financial institutions. Experience within fraud prevention, cybersecurity, fintech, financial crime, or financial services. Experience working in an international technology company or scale-up environment. Familiarity with behavioural biometrics, device intelligence, fraud transaction monitoring, or case management platforms. Knowledge of evolving fraud patterns and attack methods. Experience with solutions from companies such as NICE Actimize, Feedzai, Featurespace, or similar vendors. A bachelor's degree in Business, Technology, Finance, or a related field, or equivalent professional experience. Creativity & Innovation Ability to develop creative and strategic solutions to complex customer challenges. Translates customer needs and commercial opportunities into practical and implementable actions. Identifies new use cases and opportunities to increase customer value and product adoption. Adapts the Customer Success approach to different organisations, stakeholders, and business priorities. Problem Solving Strong analytical skills to identify, analyse, and resolve customer, product, and commercial challenges. Able to identify risks early and develop clear mitigation and recovery plans. Uses customer data, product insights, and commercial information to support decisions. Able to clearly explain problem-solving approaches and recommended actions. Prioritises effectively across multiple strategic accounts and competing stakeholder needs. Communication & Interpersonal Skills Capable of explaining complex fraud, product, and technical concepts to both technical and non-technical stakeholders. Confident engaging with senior decision-makers and executive stakeholders. Strong presentation and stakeholder management skills. Able to build trusted, long-term relationships with customers and internal teams. Strong team player with a collaborative and commercially minded approach. Approachable, empathetic, and a good listener with clear and positive communication skills. Comfortable managing difficult conversations, customer concerns, and escalations. Continuous Improvement Actively seeks opportunities to improve customer outcomes, retention, growth, and operational efficiency. Maintains a critical mindset to drive sustainable improvements in Customer Success processes and workflows. Uses customer insights and feedback to support improvements across Product, Sales, and service delivery. Contributes to building a scalable and repeatable enterprise Customer Success approach. Demonstrates a strong commitment to continuous learning and professional development. Keeps up to date with developments in fraud prevention, financial services, cybersecurity, and enterprise Customer Success. Why us? Protecting people, not just systems At ThreatFabric, your work has a direct impact on the lives of millions of people. Every day, fraudsters, scammers, and cybercriminals target individuals and financial institutions around the world. The technology we build helps stop these attacks before they cause harm, protecting not only money, but also trust, confidence, and peace of mind. Unlike many technology companies, the problems we solve are real, complex, and constantly evolving. You'll work on challenges that make a measurable difference and see your contributions translated into solutions used by some of the world's leading financial institutions. Work alongside experts who love what they do ThreatFabric brings together security researchers, engineers, data scientists, threat intelligence specialists, and fraud experts from around the globe. We're passionate about our craft and continuously challenge each other to think differently, improve our solutions, and stay ahead of emerging threats. Learning is part of our DNA. Whether through knowledge-sharing sessions, technical discussions, mentoring, or simply collaborating with highly experienced colleagues, you'll be surrounded by people who are eager to learn and equally eager to share their expertise. Why people stay People join ThreatFabric because they're excited by the technology and the mission. They stay because of the people. We celebrate successes together, learn from challenges together, and create an environment where talented individuals can do the best work of their careers while enjoying the journey along the way. Get in touch! Interested? Looking for your next challenge? We'd love to hear your story. Apply through the Personio link below and we'll be in touch shortly. Whether you're ready to make a move or simply want to explore the opportunity further, we're happy to answer your questions and help you determine if ThreatFabric is the right fit for you. We aim to fill this position in Q4 2026. What's next? So, you've hit send - what happens now? First, we'll do a screening to ensure we're a good match. If all goes well, you'll be invited for an initial chat with us. Then, there's a second interview, and we may include an assessment to better understand your skills. Ready to take the plunge? Please note: Pre-employment screening is part of our selection process. We do not accept unsolicited resumes from recruiters or employment agencies.