Customer Success Manager - North America

Key responsibilities

• Serve as the primary owner for assigned customer accounts—lead recurring customer meetings (kickoffs, implementation check-ins, QBRs), drive agendas and outcomes, manage escalations end-to-end, and ensure adoption, satisfaction, and successful delivery across the full customer lifecycle.
• 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.
• Manage customer communication channels to announce the launch of new features, resolve issues, and provide timely updates to ensure a positive customer experience.
• Work with stakeholders to define and prioritize product enhancements, translate user insights and needs into clear and actionable product requirements.
• Aid in creating high-quality resources including documentation, onboarding guides, and training materials that empower customers and drive product use.
• Build and maintain strong customer relationships through regular check-ins, guiding users to unlock product value and confidently navigate key features.
• Identify process gaps and propose innovative solutions to optimize operational efficiency and effectiveness.
• Collaborate with engineering to align on product priorities, resolve bugs, and ensure the consistent and timely delivery of impactful updates.
• Monitor key performance indicators (KPIs) to assess the success and impact of product operations, making data-driven recommendations for improvement.
• Evaluate user feedback, conduct user research, and incorporate insights to enhance the product's usability and customer satisfaction.

About Flagright

Flagright is an AI operating system for financial crime compliance used globally by Fortune 500 companies, large banks, fintechs, and fast-growing startups. Flagright enables real-time risk detection, automated investigations, and intelligent decisioning, helping compliance teams operate at their full potential in the fight against financial crime. We operate as a lean, high-performance team with high individual ownership and direct access to leadership.

Role overview

The Customer Success team is at the core of Flagright’s innovation, building solutions that power real-time financial crime prevention. They turn complex customer needs into scalable, high-impact solutions that drive our mission forward. We are hiring a Customer Success Manager who will play a critical role in driving the success of our platform. You will work closely with customers and internal teams to gather insights, identify gaps, and translate real-world needs into product improvements.

People who thrive at Flagright

• Have been knocked down before and gotten back up
• Are resourceful—they figure things out with whatever tools are available
• Have strong opinions and can defend them
• Learn fast because they're hungry
• Want to work with no-BS people building something important

Preferred Skills

• Understanding of anti-fraud, anti-money laundering, or compliance domains
• Previous experience in a product-focused role within the fintech industry
• Ability to communicate effectively with internal stakeholders and customers to understand their needs and translate them into product requirements
• Familiarity with financial data security and privacy regulations, such as GDPR or PCI-DSS
• Understanding of risk management principles and methodologies, specifically related to product operations
• Knowledge of sanctions screening processes and familiarity with industry-standard sanction lists
• Understanding 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
• Experience with implementing and optimizing key performance indicators (KPIs) to measure the success and impact of product operations
• Ability to stay updated with industry trends and advancements in fintech, product management, and operational excellence