Customer Success Manager (North America)

Join Flagright, a leading fintech company focused on real-time financial crime prevention. As a Customer Success Manager, you will play a critical role in driving the success of our platform by working closely with customers and internal teams to gather insights, identify gaps, and translate real-world needs into product improvements. You will have ownership of assigned customer accounts, analyze data to uncover actionable insights, engage with customers to identify critical needs, and collaborate with engineering to align on product priorities. This is a high-ownership role in a fast-moving environment, based in our Santa Clara office.

• Serve as the primary owner for assigned customer accounts, leading recurring meetings and managing escalations to ensure adoption and satisfaction.
• Analyze data to uncover actionable insights, identify emerging trends, and drive decisions that enhance product functionality and improve user experience.
• Engage with customers to identify critical needs, understand pain points, and shape the development of high-impact features and product improvements.
• Experience working with cross-functional teams, such as product management, engineering, marketing, and customer support
• Knowledge of product management frameworks and methodologies is desirable
• Continuous learning mindset, keeping up with industry trends and best practices in product operations and management
• Have love for tech and capitalism
• Excellent written and verbal communication skills in English are essential for effective customer interactions
• Familiarity with product lifecycle management principles and methodologies
• 1-3 years of experience as a Customer Success Manager or a similar role
• Strong taste for aesthetics and attention to detail
• Based in or willing to relocate to the Bay Area (H1B visa sponsorship available), this is a fully in-person role at our Santa Clara office
• Demonstrated ability to work independently, take ownership of tasks, and meet deadlines consistently
• High agency and low ego
• Proficiency in using data analysis tools and techniques to identify trends, patterns, and opportunities for optimizing product operations
• Travel flexibility for customer meetings or team gatherings, as needed
• Familiarity with project management tools and software for planning, tracking, and collaborating on projects
• High IQ and EQ
• Understanding of anti-fraud, anti-money laundering, or compliance domains
• Previous experience in a product-focused role within the fintech industry
• Understanding of financial data security and privacy regulations, such as GDPR or PCI-DSS
• Ability to communicate effectively with internal stakeholders and customers to understand their needs and translate them into product requirements
• 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
• Ability to stay updated with industry trends and advancements in fintech, product management, and operational excellence
• Experience with implementing and optimizing key performance indicators (KPIs) to measure the success and impact of product operations