About Clari5:

Clari5 is a technology company that specializes in providing real-time intelligence and analytics solutions primarily for the banking and financial services sector. They use AI & ML to help organizations detect and prevent fraud, enhance customer engagement, and improve operational efficiency.

Position Overview

We seek an exceptional Strategic Customer Success Manager to serve as the strategic architect and trusted advisor for our enterprise banking clients leveraging our market-leading Fraud, Risk, Cybercrime, and Anti-Money Laundering (AML) solutions. This role transcends traditional account management, positioning you as a strategic partner who ensures maximum value realization, drives measurable business outcomes, and identifies high-impact expansion opportunities within mission-critical financial services environments.

You will be accountable for stewarding relationships with C-suite executives, operationalizing success strategies that directly impact regulatory compliance and fraud mitigation, and systematically cultivating account expansion through deep business acumen and consultative expertise. This is a high-visibility role requiring sophisticated risk intelligence, executive presence, and a demonstrated track record of driving Net Revenue Retention (NRR) and customer success metrics in complex, regulated financial institutions.

Key Responsibilities

- Strategic Account Stewardship & Executive Engagement
- Develop and maintain strategic relationships with C-suite and executive stakeholders (Chief Risk Officer, Chief Compliance Officer, Chief Information Security Officer, CFO) to ensure deep alignment on compliance objectives, risk mitigation priorities, and business value.
- Lead high-impact Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs) that showcase measurable value delivery, compliance improvements, regulatory benefits, and strategic recommendations for enhanced solution leverage.
- Act as the customer's strategic advisor, translating evolving regulatory requirements and threat landscapes into actionable solutions and platform optimizations.
- Value Realization & Customer Outcomes
- Develop and execute comprehensive value mapping frameworks that quantify the business impact of fraud prevention, AML detection efficiency, regulatory compliance, and operational risk reduction.
- Proactively identify and mitigate implementation and adoption risks, ensuring rapid time-to-value and achieving or exceeding key success metrics in the first 90 days and beyond.
- Monitor health metrics, usage patterns,



and risk indicators; conduct root-cause analysis on underperformance and drive remediation plans in partnership with technical and product teams.
- Strategic Account Farming & Revenue Expansion
- Identify and execute targeted upsell and cross-sell initiatives by mapping customer organizational structure, uncovering adjacent use cases (expanded fraud coverage, AML screening enhancements, cyber risk integration), and building business cases for incremental investment.
- Cultivate relationships across customer departments (Compliance, Operations, Internal Audit, Risk Management) to discover expansion opportunities and position additional solutions that address emerging regulatory or threat vectors.
- Drive Net Revenue Retention (NRR) through expansion revenue, account penetration, and advocacy programs that position the customer as an internal champion for solution growth.
- Customer Advocacy & Thought Leadership
- Serve as the primary point of escalation for customer inquiries, concerns, and strategic requests; resolve issues with urgency while protecting customer trust and relationship integrity.
- Cultivate customer advocates and develop case studies showcasing measurable compliance improvements, fraud detection enhancements, and operational savings.
- Represent the customer voice internally, providing market intelligence on competitive positioning, emerging regulatory trends, and product enhancement requests.
- Operational Excellence & Governance
- Develop and maintain comprehensive account plans documenting business objectives, success criteria, competitive landscape analysis, and multi-year expansion roadmaps.
- Prepare detailed reports on account health, NRR trajectory, feature adoption, regulatory impact, and risk identification with forward-looking recommendations.
- Collaborate cross-functionally with Sales, Product, Implementation, and Support to ensure seamless execution of customer commitments and strategic initiatives.

Key Performance Indicators (KPIs)

- Net Revenue Retention (NRR): Target minimum 110%+ NRR through expansion revenue, upsell execution, and churn mitigation within assigned portfolio.
- Value Realization: Documented value mapping completion within 60 days of implementation; achievement of 90% of quantified success metrics within 12 months.
- QBR/EBR Execution: Delivery of high-impact,



C-suite caliber reviews minimum quarterly; documented customer satisfaction scores (NPS or equivalent) of 8+/10.
- Expansion Pipeline: Identification and development of 2-3 expansion opportunities per customer annually with clear business cases and stakeholder alignment.
- Risk & Health Management: Proactive identification of at-risk accounts; implementation of mitigation plans with 90%+ success rate.
- Account Engagement: Minimum quarterly executive touchpoints; documented evidence of relationship expansion across target departments.

Qualifications & Experience

Core Requirements

- 8-12+ years of progressive experience in enterprise account management, customer success, or business development, with a minimum of 5 years in client-facing roles managing complex, mission-critical relationships.
- Proven expertise in the banking, financial services, or fintech sector with deep knowledge of fraud prevention, AML compliance, regulatory risk management, or cybersecurity.
- Demonstrated success in driving Net Revenue Retention, account expansion, and upselling within enterprise portfolios; ability to articulate and quantify ROI.
- Established track record of building and maintaining relationships at the CXO level (C-suite, Board-level) in regulated financial institutions.
- Advanced expertise in conducting executive business reviews, value mapping, and translating technical/regulatory requirements into strategic business narratives.

Skills & Attributes

- Exceptional communication and presentation skills; ability to articulate complex financial and compliance concepts to both technical and C-suite audiences.
- Strategic thinking and business acumen; ability to understand customer business models, competitive positioning, and regulatory landscape.
- Consultative problem-solver with robust negotiation and influence skills; ability to navigate complex organizational dynamics and political relationships.
- Analytical mindset with proficiency in data-driven decision making; experience with CRM, analytics tools, and reporting dashboards.
- High resilience and adaptability in fast-paced, regulated environments; ability to manage competing priorities and multiple stakeholder expectations.
- Excellent organizational and project management skills with meticulous attention to detail and compliance requirements.

Education & Certifications

- Bachelor's degree in Business Administration, Finance, Economics, or related field (preferred); MBA or equivalent advanced qualification is highly advantageous.
- Professional certifications in Compliance (CCEP, CAMS), Risk Management (FRM), or related domain credentials are a plus.

📌 Customer Success Manager (Mumbai)
🏢 Clari5 - A Perfios
📍 Mumbai