Client Experience Manager, Learning and Development

About us

At Fenergo, we’re not just building software—we’re transforming how the world’s leading financial institutions fight financial crime. Headquartered in Dublin and trusted by over 100 of the world’s top financial institutions, we’re on a mission to change the game. 

We’re more than a global leader in AI-powered client lifecycle management—we’re reimagining how financial institutions tackle compliance. From Know Your Customer (KYC) and Anti-Money Laundering (AML) to rapidly evolving regulations, we turn complexity into clarity. Our FinCrime Operating System, powered by agentic AI and intelligent automation, helps financial institutions move faster, act smarter, and stay safer across 120+ countries. 

But we don’t stop there. 

At Fenergo, we believe in a world where financial institutions aren’t just compliant—they’re confident. Where technology doesn’t just meet regulations—it stays ahead of them. Our mission is to empower financial institutions to stop financial crime and create a safer world.  

Every product we build, every innovation we deliver, and every partnership we forge is shaped by that belief. We’re tackling some of the toughest challenges in financial technology. From speeding up onboarding to uncovering hidden risks, our work empowers banks to serve their customers with speed, integrity, and peace of mind. 

Join us, and be part of a team that’s building smart solutions, solving real problems, and shaping the future—together. 

Role Overview:

The Client Experience Manager, Learning and Development is a strategic leadership role that ensures every Fenergo client becomes confident, capable, and self-sufficient in adopting and achieving success from the platform.
Sitting within the Learning & Knowledge Management function, this role partners deeply with Customer Success, Product, and the Learning team to ensure the delivery of continuous, high-quality client learning that drives adoption, value realisation, and long-term customer health.

This role owns the client learning experience across the CS lifecycle, from onboarding through steady-state adoption, and ensures all learning is timely, relevant, measurable, and aligned to product evolution and client outcomes.

Success in this role means ensuring that client learning is accurate, timely, and aligned to value milestones, enabling Customer Success and Client Delivery to guide clients toward healthy adoption and operational maturity. This role ensures learning is properly assessed, prioritised, and continuously improved so clients progress confidently through their lifecycle with reduced friction and clearer pathways to value.

Requirements

Key Responsibilities:

The Client Experience Manager, Learning and Development owns the end-to-end learning strategy that accelerates client adoption, operational maturity, and value realisation. This includes partnering with Customer Success, establishing a firm connection with Product on enhancements and updates that have a learning impact and planning with the broader Learning team to deliver high-quality, scalable client learning.

Core Responsibilities:

• Lead the Client Learning Experience strategy aligned to the Customer Success operating model, defining clear learning pathways across the client lifecycle (Purchase → Onboard → Go Live → Hypercare → Adopt & Expand).
• Operate within the CS cadence to anticipate learning needs, support Value and Success Planning, and translate client insights, adoption blockers, capability gaps, friction points, into prioritised learning requirements.
• Maintain proactive alignment with Product and Product Marketing to forecast learning impact of upcoming releases and ensuring product changes are incorporated into learning enhancements across courses, certifications, and client resources.
• Build and maintain a forward-looking Client Learning Roadmap that reflects CS priorities, product evolution, and team capacity, ensuring all deliverables meet Knowledge Management and AI-readiness standards.
• Coordinate and coach Senior Learning Consultants, Designers, and Content Developers to deliver learning solutions that are scalable, high-quality, and directly tied to client adoption outcomes.
• Define and track client competency indicators as part of health scoring and Success Plans, using insights to refine learning pathways and drive continuous improvement.
• Enable Client Success Partners with client-ready assets and guidance, embedding learning interventions into CS playbooks (Risk Accounts, New Executive/Champion Onboarding, Adoption Plans) where required.
• Drive client self-sufficiency through structured, outcome-driven learning that reduces unnecessary dependency on Delivery and Support.

Skills/Experience:

• Proven ability to design and scale client learning experiences that drive measurable business outcomes.
• Strong understanding of SaaS product adoption, customer lifecycle stages, and value realisation models.
• Experience collaborating with Product teams on release-driven learning.
• Demonstrated ability to lead learning teams and orchestrate complex, cross-functional workstreams.
• Exceptional stakeholder management, influencing, and communication skills.
• Demonstrated fluency in applying AI to improve learning & ways of working and a clear understanding of how AI can increase scalability, accuracy, and operational effectiveness.
• Strong capability in measuring impact and using insights to refine programs, prioritise effort, and ensure learning stays aligned to client value milestone.

Success in this Role:

Will see the establishment of a predictable, high-trust rhythm across Client Success, Product, and the Learning team, ensuring learning needs are identified early, delivered consistently, and refined through impact data. This person becomes the glue that connects client outcomes with learning execution, obsessing over how learning accelerates adoption and value realisation.

Nice to Have:

·       Experience designing client or partner learning programs for SaaS.

·       Exposure to knowledge management, content governance, or AI-enabled learning ecosystems.

·       Familiarity with certification frameworks or skills-based learning pathways.

·       Background working with Customer Success organisations or adoption teams.

Benefits

Our promise to you  

We are striving to become global leaders across all of the categories we operate in and as part of that we are a high-performing highly collaborative team that works cross functionally to accommodate our client’s needs.   

• Collaboration: Working together to achieve our best 

• Outcomes: Drive Success in every engagement  

• Respect: A collective feeling of inclusion and belonging 

• Excellence: Continuously raising the bar 

What’s in it for you?  

(Ireland)

• Healthcare cover through the VHI 

• Company pension contribution  

• Life assurance/ Income protection 

• 23 days annual leave 

• 3 company closure days 

• Annual bonus opportunity 

• Work From Home set-up allowance 

• Opportunity to work with clients and colleagues on a global scale for a world leader in Client Lifecycle Management 

• Other competitive company benefits, such as flexible working hours, work from home policy, bike to work scheme, sports and social committee, weekly fitness and sports classes and much more 

• Buddy system for all new starters 

• Collaborative working environment 

• Extensive training programs, classroom and online, through ‘Fenergo University’ 

• 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. 

• Active sports and social club 

• State of the art offices in the heart of Dublin’s Docklands with great facilities, canteen and games area 

Diversity, Equality, and Inclusivity 

Fenergo is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace, where all employees are valued, respected, and can reach their full potential. We do not discriminate based on race, colour, religion, sex, national origin, age, disability, or any other characteristic protected by applicable law. Our hiring decisions are based solely on qualifications, merit, and business needs. We believe that a diverse workforce enriches our company culture, fosters innovation, and contributes to our overall success. We strive to provide a fair and supportive environment for all employees, promoting equal opportunities for career development and advancement. We encourage all qualified individuals to apply for employment opportunities and join our team in contributing to a collaborative and inclusive work environment.