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 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. What you'll be working on 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. What you'll need for the role 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 achieve measurable fraud reduction and business benefits from Smartnumbers ' 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 they impact satisfaction, 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 at Smartnumbers events, 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, implementation learnings and 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, and identify root causes before proposing solutions. Strategic thinking and influence Customer strategy development: Ability to create forward-looking roadmaps that align Smartnumbers ' evolution with customer strategic priorities and market trends. Product influence and prioritisation: Skill in synthesising customer feedback into actionable produc