Strategic Customer Success Manager

About the role

We are on a mission to stop fraud and improve customer authentication. Fraud is a huge problem affecting millions of people, it costs the UK nearly £7bn and represents 40% of all crime. Too often the solution has been to put in place cumbersome authentication processes that frustrate genuine customers, cause inefficiencies for organisations and fail to prevent 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. As a Strategic Customer Success Manager, you will protect and grow Smartnumbers' 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, retention and growth of a portfolio of strategic customers, ensuring sustained adoption and value realisation from Smartnumbers ' solutions. Build trusted advisor relationships with senior stakeholders, understanding customer objectives and 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 and maintain business tools (such as a CRM) to efficiently process all opportunities and enable accurate and timely management reporting. Develop and maintain customer success plans that connect Smartnumbers ' capabilities to customers' strategic and commercial priorities. Act as the voice of the customer internally, collaborating with Product, Sales and Operations to prioritise initiatives that deliver measurable success outcomes. Identify and 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 and expertise across 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 to Smartnumbers ' revenue growth and market positioning. Smartnumbers values diversity of experience. Candidates should have a strong combination of several of the following skills, competencies and experience: Key Responsibilities Commercial ownership & growth Portfolio revenue accountability: Own renewal and expansion targets for your assigned customer base, ensuring revenue protection and growth objectives are 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 that demonstrate clear return on investment aligned to customer fraud reduction goals. Opportunity identification and qualification: Proactively identify expansion opportunities within accounts by understanding evolving customer challenges and matching them to Smartnumbers ' capabilities. Strategic relationship management Executive stakeholder engagement: Build and maintain trusted 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 connect Smartnumbers ' evolving capabilities to customer strategic objectives and 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 across Smartnumbers , 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: Identify patterns and trends across your customer base that inform broader product strategy and market positioning. Value delivery & optimisation Drive continuous outcome realisation: Ensure customers consistently ach

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