Strategic Customer Success Manager

About Smartnumbers We are on a mission to stop fraud and improve customer authentication. Fraud is a huge problem affecting millions of people, it costs the UKnearly £7bn andrepresents40% of all crime. Too often the solution has been to put in place cumbersome authentication processes that frustrate genuine customers, cause inefficiencies for organisations andfail toprevent fraud.

We are changing this by providing organisations with real-time insight into the risk of a caller. We combine patented machine learning technology with our deep domain knowledge to prevent contact centre fraud.

We recognise that we need to work together to fight fraud, that is why we have fostered strategic partnerships with leading global organisations like Amazon, BT, Genesys and NICE. Together, we protect the UKs largest retail banks, investment banks and emergency services.

What you'll be working on As a Strategic CustomerSuccess Manager, you will protect and growSmartnumbers' revenue by driving strategic relationships with our key customers, ensuring they continuously realise maximum business value from our existing and new solutions.

Within the role you will be expected to:

• Achieve and exceed revenue renewal and new business targets on a quarter-by-quarter basis in line with annual targets.
• Own the success,retentionand growth of a portfolio of strategic customers, ensuring sustained adoption and value realisation fromSmartnumbers' solutions.
• Build trusted advisor relationships with senior stakeholders, understanding customerobjectivesand aligning solutions to evolving fraud and contact centre challenges.
• Lead structured, outcome-focused quarterly business reviews, communicating fraud reduction, operational impact and value delivered to executive audiences.
• Accurately update andmaintainbusiness tools (such as a CRM) to efficiently process all opportunities and enableaccurateandtimelymanagement reporting.
• Develop andmaintaincustomer success plans that connectSmartnumbers' capabilities to customers' strategic and commercial priorities.
• Act as the voice of the customer internally, collaborating with Product,Salesand Operations to prioritise initiatives that deliver measurable success outcomes.
• Identifyand mitigate risks to customer satisfaction and retention, escalating and coordinating action as needed to protect long-term relationships.
• Contribute to the evolution of customer success best practice, sharing insights andexpertiseacross the wider Customer Success function.
• The role is strategic, commercial, and customer-facing. You will influence how our customers approach fraud prevention while directly contributing toSmartnumbers' revenue growth and market positioning.

What you'll need for the role Smartnumbersvalues diversity of experience. Candidates should have a strong combination of several of the following skills,competenciesand experience:

Key Responsibilities Commercial ownership & growth

• Portfolio revenue accountability: Own renewal and expansion targets for your assigned customer base, ensuring revenue protection and growthobjectivesare consistently achieved.
• Pricing and contract negotiation: Lead commercial discussions with customers, structuring pricing proposals and negotiating contract terms that balance customer value with company margins.
• ROI-based business case development: Build compelling financial justifications for upsells and expansions thatdemonstrateclear return on investment aligned to customer fraud reduction goals.
• Opportunity identification and qualification: Proactivelyidentifyexpansion opportunities within accounts by understanding evolving customer challenges and matching them toSmartnumbers' capabilities.

Strategic relationship management

• Executive stakeholder engagement: Build andmaintaintrusted relationships with senior operational leaders, positioning yourself as a strategic advisor on fraud prevention.
• Outcome-focused business reviews: Conduct quarterly or bi-annual reviews that articulate delivered value through fraud metrics, ROI analysis, and strategic alignment rather than feature updates.
• Customer roadmap development: Create forward-looking plans that connectSmartnumbers' evolving capabilities to customer strategicobjectivesand commercial priorities.
• Trusted advisor positioning: Act as the go-to expert on fraud detection strategy, helping customers navigate emerging threats and optimise their prevention approaches.

Customer advocacy & product influence

• Champion customer voice internally: Represent customer needs, challenges, and feedback acrossSmartnumbers, ensuring their perspective shapes strategic decisions and product direction.
• Act as the bridge between customers and Product, helping to foster a customer-centric collaboration that delivers consortium-wide value
• Cross-portfolio insight synthesis:Identifypatterns and trends across your customer base that inform broader product strategy and market positioning.

Value delivery & optimisation

• Drive continuous outcome realisation: Ensure customers consistently achieve measurable fraud reduction and business benefits fromSmartnumbers' solutions throughout the relationship lifecycle.
• Measurable benefit articulation: Translate technical capabilities into business metrics that resonate with customer leadership and align with industry standards and regulatory requirements.
• Solution optimisation guidance: Advise customers on best practices, configuration improvements, and usage patterns that maximise the effectiveness of fraud detection.
• Proactive health monitoring: Track customer health indicators and address risks or issues before theyimpactsatisfaction, value delivery, or renewal probability.

Cross-functional collaboration

• Coordinate internal resources: Work across Product, Sales, Marketing, and Analyst teams to deliver on customer commitments and ensure seamless execution of initiatives.
• Drive consortium engagement and event participation: Partner with Marketing to maximise customer attendance and value atSmartnumbersevents, fostering peer collaboration and strengthening the consortium community.
• Share market intelligence: Feed insights from customer conversations back to Sales and Product teams to inform go-to-market strategy and competitive positioning.
• Collaborate with teams to share success patterns, implementationlearningsand customer insights across the organisation.

Key Skills & Attributes Commercial acumen

• Strategic pricing and negotiation: Ability to structure commercial proposals, negotiate contract terms, and balance customer value with business profitability.
• Financial analysis and business case development: Skill in building ROI models, analysing customer economics, and articulating value in financial terms that resonate with executive buyers.
• Revenue forecasting and pipeline management: Capability to accurately forecast renewals and expansion opportunities while managing a commercial pipeline.

Relationship and communication

• Executive presence and stakeholder management: Confidence engaging with senior operational leaders, building credibility, and influencing decision-making at strategic levels.
• Consultative selling and advisory skills: Ability to position yourself as a trusted advisor rather than a vendor, guiding customers through complex fraud prevention challenges.
• Compelling storytelling and presentation: Skill in crafting outcome-focused narratives that connect technical capabilities to business impact in executive business reviews.
• Active listening and problem diagnosis: Capability to deeply understand customer challenges, ask probing questions, andidentifyroot causes before proposing solutions.

Strategic thinking and influence

• Customer strategy development: Ability to create forward-looking roadmaps that alignSmartnumbers' evolution with customer strategic priorities and market trends.
• Product influence and prioritisation: Skill in synthesising customer feedback into actionable product requirements while filtering requests through a lens of consortium-wide value.
• Market and competitive awareness: Understanding of the fraud detection landscape, competitive alternatives, and industry trends that inform customer conversations and internal strategy.

Operational excellence

• Proactive risk management: Skill inidentifyingearly warning signs of customer dissatisfaction or churn risk and taking corrective action before issues escalates.
• Capture insights, success patterns, and customer intelligence in formats thatbenefitthe broader organisation.
• Time management and prioritisation: Ability to balance competing demands across multiple strategic accounts while focusing energy on highest-impact activities.

Personal attributes

• Customer-centric mindset: Genuine commitment to customer success and the ability to see situations from the customer's perspective while balancing business needs.
• Resilience and adaptability: Comfortoperatingin ambiguity, handling difficult conversations, and adapting approach based on changing customer circumstances or market conditions.
• Collaborative spirit: Natural inclination to work across teams, share credit, and achieve outcomes through influence rather than authority.
• Continuous learner: Curious about fraud trends, customer success best practices, and emerging technologies that couldbenefitcustomers.

Required Background Professional experience

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