Customer Success Manager - EMEA

Job description

About Flagright: Flagright is an AI operating system for financial crime compliance used globally by Fortune 500 companies, large banks, fintechs, and fast growing startups. Flagright enables real-time risk detection, automated investigations, and intelligent decisioning, helping compliance teams operate at their full potential in the fight against financial crime. We operate as a lean, high-performance team with high individual ownership and direct access to leadership. Role overview: Our Customer Success team is at the core of Flagright’s innovation, building solutions that power real-time financial crime prevention. They turn complex customer needs into scalable, high-impact solutions that drive our mission forward. We are hiring a Customer Success Manager who will play a critical role in driving the success of our platform. You will work closely with customers and internal teams to gather insights, identify gaps, and translate real-world needs into product improvements. From analyzing data and shaping requirements to supporting releases and ensuring product quality, your work will directly impact functionality, user experience, and operational efficiency. This is a high-ownership role in a fast-moving environment. You’ll be expected to operate independently, manage multiple priorities, and proactively drive outcomes with minimal supervision. People who thrive at Flagright: - Have been knocked down before and gotten back up - Are resourceful — figure it out with whatever tools exist - Have strong opinions, defend them, and drop them when proven wrong - Would rather own targets than a task list - Run toward ambiguity, not away from it - Want to work with no-BS people People who struggle here: - Confuse ambitious goals with unreasonable ones - Want 9-to-6 and a predictable week - Need priorities to hold still for a quarter - Take blunt feedback or lost deals personally - Say — or think — “that’s not my job” Key responsibilities: - Customer Account Ownership: Serve as the primary owner for assigned customer accounts—lead recurring customer meetings (kickoffs, implementation check-ins, QBRs), drive agendas and outcomes, manage escalations end-to-end, and ensure adoption, satisfaction, and successful delivery across the full customer lifecycle. - Analyze data and gather insights to identify trends, patterns, and opportunities for enhancing functionality and user experience. - Participate in customer meetings to identify customer requirements and pain points to scope new features and improvements. - Participate in customer channels to announce new features, identify issues, keep customers updated regarding their queries and ensure a positive customer experience - Work closely with stakeholders to gather requirements, prioritize feature enhancements, and translate customer needs into actionable product requirements. - Assist in creating comprehensive documentation, training materials, and product guides to facilitate seamless onboarding and usage of the product. - Conduct periodic check-in meetings with customers and guide them through the product to ensure better understanding and ease of use. - Identify process gaps and propose innovative solutions to optimize operational efficiency and effectiveness. - Contribute to the overall operational excellence of the product by streamlining workflows and implementing best practices. - Collaborate with engineering teams to drive product enhancements, bug fixes, and ensure timely delivery of product updates. - Monitor key performance indicators (KPIs) to assess the success and impact of product operations, making data-driven recommendations for improvement. - Continuously evaluate user feedback, conduct user research, and incorporate insights to enhance the product's usability and customer satisfaction. Who we are looking for: - Candidates must be based in London and authorised to work in the UK without sponsorship. Please note that visa sponsorship is not supported. - This is a hybrid position where you will work remotely on Monday and Friday. - 1-3 years of experience as a Customer Success Manager or a similar role. - Excellent written and verbal communication skills in English are essential for effective customer interactions. - Proficiency in using data analysis tools and techniques to identify trends, patterns, and opportunities for optimizing product operations. - Familiarity with product lifecycle management principles and methodologies. - Experience working with cross-functional teams, such as product management, engineering, marketing, and customer support. - Knowledge of product management frameworks and methodologies is desirable. - Familiarity with project management tools and software for planning, tracking, and collaborating on projects. - Demonstrated ability to work independently, take ownership of tasks, and meet deadlines consistently. - Continuous learning mindset, keeping up with industry trends and best practices in product operations and management. - Travel flexibility for customer meetings or team gatherings, as needed. Preferred Skills - Understanding of anti-fraud, anti-money laundering, or compliance domains. - Previous experience in a product-focused role within the fintech industry. - Ability to communicate effectively with internal stakeholders and customers to understand their needs and translate them into product requirements. - Understanding of financial data security and privacy regulations, such as GDPR or PCI-DSS. - Familiarity with risk management principles and methodologies, specifically related to product operations. - Understanding of sanctions screening processes and familiarity with industry-standard sanction lists. - Knowledge of data privacy regulations and practices related to handling sensitive financial information. - Familiarity with customer support systems and workflows to ensure smooth integration of product operations with customer service processes. - Experience with implementing and optimizing key performance indicators (KPIs) to measure the success and impact of product operations. - Ability to stay updated with industry trends and advancements in fintech, product management, and operational excellence. What we offer: - Product with clear, real-world differentiation - High-bar environment focused on execution, learning, and continuous improvement - Get equity from day 1 at a Y Combinator startup. - Work alongside a highly competent, top-tier team, including professionals from Y Combinator, ex AWS, and Palantir. - Enjoy a low-bureaucracy environment, minimal meetings, and an asynchronous communications culture.