About Clari5:

nClari5 is a technology company that specializes in providing real-time intelligence and analytics

nsolutions primarily for the banking and financial services sector. They use AI & ML to help

norganizations detect and prevent fraud, enhance customer engagement, and improve

noperational efficiency.

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nPosition Overview

nWe 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.

nYou 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.

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nKey Responsibilities

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- Strategic Account Stewardship &

• Executive Engagement

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- 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.
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- 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.
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- Act as the customer's strategic advisor, translating evolving regulatory requirements and threat landscapes into actionable solutions and platform optimizations.
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- Value Realization &

• Customer Outcomes

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- Develop and execute comprehensive value mapping frameworks that quantify the business impact of fraud prevention, AML detection efficiency, regulatory compliance, and operational risk reduction.
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- 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.
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- 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.
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- Strategic Account Farming &

• Revenue Expansion

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- 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.
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- 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.
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- Drive Net Revenue Retention (NRR) through expansion revenue, account penetration, and advocacy programs that position the customer as an internal champion for solution growth.
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- Customer Advocacy &

• Thought Leadership

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- 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.
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- Cultivate customer advocates and develop case studies showcasing measurable compliance improvements, fraud detection enhancements, and operational savings.
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- Represent the customer voice internally, providing market intelligence on competitive positioning, emerging regulatory trends, and product enhancement requests.
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- Operational Excellence &

• Governance

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- Develop and maintain comprehensive account plans documenting business objectives, success criteria, competitive landscape analysis, and multi-year expansion roadmaps.
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- Prepare detailed reports on account health, NRR trajectory, feature adoption, regulatory impact, and risk identification with forward-looking recommendations.
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- Collaborate cross-functionally with Sales, Product, Implementation, and Support to ensure seamless execution of customer commitments and strategic initiatives.
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nKey Performance Indicators (KPIs)

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



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

nCore Requirements

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- 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.
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- Proven expertise in the banking, financial services, or fintech sector with deep knowledge of fraud prevention, AML compliance, regulatory risk management, or cybersecurity.
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- Demonstrated success in driving Net Revenue Retention, account expansion, and upselling within enterprise portfolios; ability to articulate and quantify ROI.
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- Established track record of building and maintaining relationships at the CXO level (C-suite, Board-level) in regulated financial institutions.
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- Advanced expertise in conducting executive business reviews, value mapping, and translating technical/regulatory requirements into strategic business narratives.
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nSkills & Attributes

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- Exceptional communication and presentation skills; ability to articulate complex financial and compliance concepts to both technical and C-suite audiences.
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- Strategic thinking and business acumen; ability to understand customer business models, competitive positioning, and regulatory landscape.
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- Consultative problem-solver with strong negotiation and influence skills; ability to navigate complex organizational dynamics and political relationships.
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- Analytical mindset with proficiency in data-driven decision making;

experience with CRM, analytics tools, and reporting dashboards.

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- High resilience and adaptability in fast-paced, regulated environments; ability to manage competing priorities and multiple stakeholder expectations.
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- Excellent organizational and project management skills with meticulous attention to detail and compliance requirements.
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nEducation & Certifications

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- Bachelor's degree in Business Administration, Finance, Economics, or related field (preferred); MBA or equivalent advanced qualification is highly advantageous.
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- Professional certifications in Compliance (CCEP, CAMS), Risk Management (FRM), or related domain credentials are a plus.
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📌 Customer Success Manager (Mumbai)
🏢 Clari5 - A Perfios
📍 Mumbai