About the role

Client Success Partner helping Fenergo’s fintech clients achieve adoption, retention, and growth. Owning post-sale relationships, ROI, churn prevention, renewals, and expansion across Toronto-based accounts.

Responsibilities

Own the post-sale relationship and success of a portfolio of clients
Maintain live client success plans tied to named business outcomes and ROI
Translate client priorities and pressures into clear actions for both sides
Lead client success governance, including Monthly Client Pulses, strategic business reviews, and product health checks
Track client health, sentiment, adoption, and success-plan progress
Identify and stabilize at-risk clients and own churn risk end-to-end
Support functional and use-case questions and coordinate escalations with Product and Support
Provide Sales with evidence of delivered value, sentiment, adoption, and risk to support renewals
Coordinate Sales, Product, Delivery, Support, and Partners around joined-up client plans
Act as the Voice of the Customer and provide structured product and account insight
Surface qualified expansion opportunities and hand them off to Sales with an account strategy
Own client-health reporting and metrics including CSAT, NRR, and FTTV

7+ years of experience in customer success, account management, or a related client-facing role
Experience in the financial services domain, especially client lifecycle management, onboarding, KYC, AML, FinCrime, fraud, identity, compliance, or risk
Proven experience building trusted relationships with senior stakeholders and developing accounts into tangible growth opportunities
Proven experience managing high-risk accounts to resolution at pace
Experience working cross-functionally with Product, Support, Professional Services, Delivery, or Sales
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
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
Experience structuring complex issues and communicating them clearly
Experience in implementation, professional services, solution consulting, or client transformation programmes
Positive, solution-oriented attitude
Curiosity and growth mindset
Emotional intelligence and ability to navigate difficult conversations
Sustained energy and pace to manage a large portfolio and multiple workstreams

Healthcare cover with Canada Life
Retirement savings plan
Employee Assistance Programme
Opportunity to earn an annual company bonus
20 days PTO
3 company closure days
Extensive training programs, classroom and online, through ‘Fenergo University’
Flexible working hours
Work from home policy
Sports and social committee
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