Account Manager, Featurespace Customer Success
Job Description
The Account Manager is responsible for driving customer value, satisfaction, and long‑term growth by serving as a trusted partner to assigned clients. This role focuses on supporting customers’ strategic objectives in risk mitigation, ensuring successful adoption of Featurespace solutions, and protecting and expanding revenue through renewals and growth opportunities.
The Account Manager acts as the primary operational point of contact for customers, serving as a subject matter expert on Featurespace products and services while coordinating cross‑functionally to deliver a consistent, high‑quality client experience.
Essential Functions
Build and strengthen long‑term relationships with business and technical stakeholders across assigned accounts.
Serve as the primary point of contact for customer engagement, including operational calls, business reviews, and issue resolution.
Support Tier 1 enterprise accounts in partnership with the Strategic Enterprise Customer Director, including coordination of business reviews, internal steering committees, and escalations.
Own full commercial responsibility for Tier 2 accounts, including contract renewals and expansion of existing investments in Featurespace solutions.
Develop and execute strategic account plans aligned to agreed targets, KPIs, and customer outcomes.
Identify, develop, and support revenue expansion opportunities in collaboration with commercial and sales teams.
Coordinate internal teams to support customer onboarding, implementation, and ongoing projects.
Conduct ongoing risk assessments across assigned accounts and proactively mitigate potential issues.
Manage customer escalations and identify emerging risks to minimize disruption and protect relationships.
Act as the voice of the customer internally, ensuring feedback is communicated to delivery teams and senior leadership.
Translate complex technical initiatives into clear, customer‑focused messaging and outcomes.
Partner with marketing to support customer advocacy, case studies, and participation in customer events.
Additional Responsibilities
Support development of statements of work (SOWs) and contractual scoping for new and expanded engagements.
Contribute to continuous improvement of customer success processes and engagement models.
Provide coaching, collaboration, and support to peers as needed.
Perform other duties as assigned.
Competencies
Strong relationship‑building and stakeholder management skills.
Effective verbal and written communication, including executive‑level presentations.
Commercial acumen with the ability to negotiate renewals and support deal closure.
Ability to manage multiple priorities in a fast‑paced, changing environment.
Demonstrates professionalism, resilience, and sound judgment in complex situations.
Ability to work independently while collaborating effectively across teams.
This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.
Qualifications
Basic Qualifications Demonstrated experience managing customer or client accounts independently. Experience working with both business and technical stakeholders. Proven ability to support renewals, commercial discussions, and revenue‑related goals. Strong organizational, project coordination, and time‑management skills. Willingness and flexibility to travel as required. Preferred Qualifications Experience in one or more of the following industries: Payments, Banking, Insurance, Fraud, Risk, or Cybersecurity. Experience in customer success, account management, or client services within fintech or SaaS environments. Ability to navigate complex technical environments and translate concepts for customers. Multilingual capabilities, including French and/or Spanish.
Additional Information
Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.