About this role.
Feedzai is a leading AI-driven financial crime prevention company, and this Strategic Account Manager role focuses on managing a portfolio of key accounts while supporting enterprise-level clients. The position involves owning stakeholder relationships, driving value realization plans, and ensuring delivery governance and risk mitigation. You will collaborate closely with project managers, delivery leads, and internal teams to monitor solution performance and adoption metrics. The role is ideal for an experienced customer success professional who thrives in a fast-paced, collaborative environment and can handle complex enterprise client needs.
Role DNA
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Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
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Core skills
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Cover letter sample
Dear Hiring Manager,
I am excited to apply for the Strategic Account Manager - Customer Success position at Feedzai. With a strong background in managing enterprise customer relationships and a passion for delivering measurable value, I have successfully driven adoption, retention, and growth for key accounts in the SaaS and financial services sectors.
In my previous role, I partnered with cross-functional teams to develop joint success plans, lead QBRs, and resolve complex escalations, ensuring clients achieved their business outcomes. I am particularly drawn to Feedzai's mission of using trusted AI to protect financial systems, and I am eager to contribute to your strategic accounts by aligning technology with client goals.
Thank you for considering my application. I look forward to the opportunity to discuss how my expertise can support Feedzai's customer success and delivery excellence.
Sincerely, [Your Name]
Sample interview questions
In my previous role, I managed a portfolio of enterprise accounts by establishing strong relationships with key stakeholders, conducting regular business reviews, and proactively identifying risks. I focused on understanding each client's unique goals and aligning our solution's roadmap to deliver measurable value, which led to a 95% retention rate. I also maintained open communication channels and collaborated with internal teams to address issues before they escalated.
I start by understanding the client's strategic objectives and key performance indicators. I then collaborate with the client to define success metrics and milestones, and work with internal teams to map product capabilities to those outcomes. I regularly track adoption, performance, and ROI, and use those insights to adjust the plan and communicate progress to stakeholders, ensuring the client sees tangible value from the partnership.
At a previous company, a key client faced a critical system outage that threatened their operations. I quickly assembled a cross-functional response team, coordinated with technical leads to diagnose the issue, and communicated transparently with the client's executives on resolution steps and timelines. After resolving the incident, I led a root cause analysis and implemented new monitoring processes to prevent recurrence, which strengthened the client's trust in us.
I utilize analytics tools to track user engagement, feature usage, and workflow patterns. I then segment the data to identify adoption gaps and work with enablement teams to design targeted training and onboarding sessions. For clients, I create visual dashboards and present insights during QBRs, highlighting progress and recommending actionable steps to optimize their usage and value.
I prioritize by understanding the strategic importance and immediate needs of each account. For dedicated accounts, I take full ownership of the relationship and execution, while for enterprise clients, I support the Lead by handling specific workstreams and preparing materials. I maintain a shared dashboard of priorities and communicate regularly with the Leads to ensure my efforts are aligned with the overall account strategy, allowing me to be responsive without sacrificing quality.
At Feedzai, we’re building a world of safer money. A world where financial institutions move faster than criminals. Where the payments that fund real lives through salaries, savings, and businesses are protected in real time. We use trusted AI to detect and prevent financial crime, fraud, and money laundering at scale: the world’s top banks, payment networks, and acquirers trust our technology to safeguard more than one billion consumers and $9 trillion in payment volume every year.
Feedzai is a Series D company and has raised $282M to date. With a valuation of $2 billion, our technology protects 1 billion consumers and 90 billion transactions each year.
You:
As a Strategic Account Manager at Feedzai, you will manage the end-to-end success for a designated portfolio of accounts while simultaneously providing critical support to Strategic Account Leads and the Head of Strategic Accounts on larger, highly complex enterprise clients. You will ensure that projects and live programs deliver contracted value, run reliably, and meet the expectations of client stakeholders. You will sit within the regional Customer Success / Delivery management structure, partnering closely with Project Managers, Delivery Leads, and internal teams to track account health, drive day-to-day execution, and support overarching account strategies.
Your Day To Day
Strategic account & stakeholder management
- Own the strategic relationship for dedicated accounts, serving as the primary point of contact for key client stakeholders;
- Partner with Strategic Account Leads to align executive stakeholders and resolve complex issues for high-revenue clients;
- Build and nurture long-lasting relationships with client stakeholders to ensure alignment on roadmap, risk, and value realization;
- Develop and maintain joint success plans to proactively address evolving client needs;
- Help monitor stakeholder needs and expectations, ensuring timely communication and information flow;
- Assist in handling complex situations by coordinating with internal stakeholders and gathering necessary data to unblock issues;
Value realization & regional alignment
- Drive value realization plans for dedicated accounts and support Leads in managing them for enterprise clients;
- Partner with internal teams (Product, Data Science, Customer Care) to monitor solution performance (KPIs/SLAs) and recommend value-optimizing improvements;
- Link performance data and roadmap execution to measurable outcomes such as total fraud reduction, operational efficiency, and customer friction reduction;
- Assist in preparing QBR frameworks and performance dashboards for strategic accounts;
Value maximization & adoption
- Partner with clients to identify opportunities for maximizing product value;
- Develop and support tailored onboarding and training plans in collaboration with enablement teams;
- Monitor and analyze user adoption metrics, providing actionable insights and recommendations for improvement to clients and internal leadership;
Delivery governance & collaboration
- Partner with PMs and Delivery Leads to drive governance, prioritization, and roadmap execution;
- Lead governance forums (SteerCos, incident reviews) for dedicated accounts; assist Leads in preparing materials for enterprise-level engagements;
- Monitor project and BAU initiatives, tracking success criteria, risks, and timelines to manage scope and ensure transparency;
Escalation management & risk mitigation
- Act as an escalation point for your dedicated accounts to resolve delivery issues, while assisting Leads in coordinating data and responses for major incidents on top-tier accounts;
- Proactively identify delivery risks across projects and maintain cross-functional mitigation plans, ensuring action items are tracked and owners are aligned;
Internal contribution & continuous improvement
- Document best practices, lessons learned, and governance improvements to drive team excellence;
- Partner with Marketing and Leads to identify customer advocates and produce success stories;
- Synthesize customer feedback to influence Product roadmaps and feature enhancements;
You Have & You Know-How
- Bachelor’s degree in Technology, Business, or a related field;
- 5–7 years of experience in customer-facing roles (e.g., consulting, customer success, account management) that include issue resolution, relationship management, and stakeholder management;
- Strong understanding of the fraud prevention space (preferably for Banks or Acquirers);
- Experience owning relationships with enterprise accounts, ideally in the financial services sector, with a proven ability to support senior leads on large strategic accounts;
- Ability to analyze data and provide actionable insights;
- Results-driven with a focus on customer satisfaction and a customer-centric mindset;
- Exceptional communication, presentation, and interpersonal skills;
- Ability to convey technical concepts to both technical and non-technical audiences;
- Strong organizational skills – can prioritize tasks, multi-task, and demonstrate adaptability;
- Project Management skills, alongside a collaborative mindset to work effectively autonomously and across teams;
- Verbal and written fluency in English;
The Customer Success organization, through its Delivery and Strategic Accounts sub-functions, ensures the successful implementation, sustained value realization, and operational stability of Feedzai solutions for some of the world’s largest and most sophisticated financial institutions. In this fast-paced and open environment, you will collaborate with a globally distributed, high-performing team to deliver predictable, profitable, and scalable outcomes for strategic accounts. As a result, we’re empowered to spark change every day, influencing the trajectory of our company and ourselves. Join Us!
#LI-Remote #LI-BX1
Your First 30-Days at Feedzai:
You will be immersed in our brand with training, connections, and one-on-one time with your manager. You may shadow your colleagues virtually or onsite at an office depending on where you work as you are supported through your Feedzai journey. In addition, you will have access to a ton of information to give you history, context, and all the knowledge you can handle about Feedzai and the team. Finally, you will start working on projects and collaborating on work currently being done. We can’t wait to have you join the team!
Feedzai is an Equal Opportunity Employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Feedzai does not accept unsolicited resumes from recruiters or employment agencies.
Feedzai will use the personal data you provide us with by filling out this form for reviewing your application and to potentially negotiate a contract with you. Your personal data will be retained by Feedzai for 24 months following your application. Please see our Privacy Notice available at https://www.feedzai.com/legal/feedzai-candidate-privacy-policy/ and https://www.feedzai.com/legal/feedzai-california-candidates-privacy-policy/ for more information on how we process your personal data.
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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