Customer Success Manager (AMER)

The Ideal Candidate

The ideal candidate is a customer-focused professional with 3–5 years of experience in fintech, SaaS, or financial services. They excel at building trust, driving product adoption, while identifying growth opportunities. Strong analytical skills, problem-solving ability, and cross-functional collaboration are essential.

The Role

As a Customer Success Manager (CSM) at Entersekt, you will be responsible for managing direct relationships with financial institutions and fintech clients across the Americas. You will own a portfolio of high-impact accounts, working to maximize adoption, retention, and client growth by delivering value through Entersekt’s digital banking and authentication solutions.

This is a critical, client-facing role that requires a deep understanding of the fintech landscape, strong relationship management capabilities, and a proactive mindset. The ideal candidate thrives in a fast-paced environment and is comfortable working independently across complex and strategic accounts.

Responsibilities

• Own and manage a portfolio of financial services clients (including banks, fintechs, and credit unions) across the AMER region, ensuring ongoing satisfaction and value realization from Entersekt’s solutions.
• Develop and execute tailored client success plans, aligned to each client’s business goals, strategic initiatives, and adoption maturity.
• Monitor client health and engagement, using data to proactively identify risks, surface opportunities, and ensure long-term satisfaction and renewal.
• Drive renewals, upsells, and expansion opportunities, identifying qualified leads and collaborating closely with the Commercial team to support revenue growth.
• Recognize expansion opportunities and effectively qualify them for Sales counterparts to bring to closure.
• Serve as the voice of the customer internally by feeding insights back into Product, Engineering, and Support teams to improve features, service quality, and innovation.
• Manage escalations and support coordination, ensuring issues are resolved promptly and clients feel supported and prioritized.
• Support strategic initiatives within the Client & Partner function and contribute to process improvements and best practices.
• Document and manage all customer engagement information – including updates on critical contacts, statuses, next steps, and related items.
• Consistently achieve on-time renewal revenue targets.

Skills and Experience

Successful candidates for this role will generally possess the following qualifications and skills:

• 3+ years of experience in Customer Success, Account Management, or a related role within fintech, SaaS, or enterprise technology.
• Solid understanding of digital banking, authentication, cybersecurity, or payments.
• Strong interpersonal and communication skills, with the ability to engage C-level stakeholders and technical teams alike.
• Proficiency with CRM tools and customer success platforms, such as Salesforce, Gainsight, or similar.
• Proven ability to manage multiple complex accounts, prioritize effectively, and work autonomously in a fast-paced environment.
• Experience working with cross-functional teams in global organisations is a strong plus.

Personality Attributes

• Empathy and Emotional Intelligence: Understand customer perspectives
• Proactivity and Problem-Solving: Demonstrates a forward-thinking mindset
• Strong Communication Skills: Skilled at active listening. Clear, concise and persuasive communicator
• Resilience and Adaptability: Quickly adapts to customer expectations and thrives in an environment where priorities may shift
• Relationship-Building Orientation: Builds credibility as a trusted advisor