Customer Success Manager

Who are we?

Want to build strategic partnerships with leading financial institutions and help them protect millions of customers from fraud, scams, and emerging cyber threats?

We help the world's leading banks stay ahead of fraudsters, scammers, and cybercriminals. Our technology protects millions of users every day by detecting fraud, malware, and emerging attack techniques before damage is done. We do this by combining 15 years of extensive research with our own smart software.

At ThreatFabric, we're not just shaping the future of cybersecurity - we're defining it. With our headquarters in the vibrant city of Amsterdam, ThreatFabric stands at the forefront of combating online fraud, mobile malware, and threat intelligence.

Your mission

Position: Full-time | 40 hours per week
Location: Amsterdam, Netherlands | Hybrid (2–3 days in the office)
Salary Range: 75.000,- / 95.000,-
Reports to: VP, Global Sales (Customer Success is part of Sales)

About the job
As Customer Success Manager, Strategic Accounts at ThreatFabric, you are responsible for the relationship, retention, and growth of our most strategic financial institution customers. These include leading banks and payment companies whose fraud prevention programmes depend on our platform every day.

This is a senior, revenue-accountable role in which you will act as a trusted advisor, executive partner, and internal champion for a focused portfolio of high-value accounts. You will play a key role in protecting and expanding some of our largest customer relationships.

Customer Success is part of our Global Sales organisation. You will work closely with Sales, Product, Data Science, and Solution Engineering to ensure customers achieve measurable fraud-loss reduction and a clear return on investment. You will also identify and develop expansion opportunities across new products, use cases, and business lines.

The Customer Success Manager owns the customer relationship, customer success strategy, retention planning, and identification and development of expansion opportunities. Sales remains responsible for commercial pricing, contract negotiations, and the formal closing of renewals and expansion opportunities. You will work closely together throughout this process.

Your key responsibilities will include:

• Owning and executing the retention strategy and growth plan for a portfolio of strategic financial institution accounts.
• Building the Customer Success framework from scratch, including how we measure success.
• Building business cases, ROI cases and monitoring success metrics to defend renewal/expansion pricing.
• Proactively monitoring upcoming renewals, identifying risks, and executing plays yourself.
• Identifying, qualifying, and developing expansion opportunities across products, use cases, regions, and business lines.
• Conducting regular executive business reviews and clearly communicating progress, risks, and opportunities.
• Working closely with Sales, Product, Data Science, Solution Engineering, and other internal teams to deliver successful customer outcomes.
• Responding promptly and effectively to customer requests, issues, and escalations.
• Staying informed about evolving fraud patterns and attack methods to better understand and support customer priorities.

What We Offer

• A 12-month employment contract with the intention to extend. Subject to mutual satisfaction, this may lead to a permanent position.
• A competitive salary between 75.000,- and 95.000,- annually that reflects your skills and experience.
• Commission scheme
• 25 holidays per year.
• 8% holiday allowance (included in annual salary).
• A Pension Scheme.
• A stimulating and supportive work environment that encourages growth and development.
• An annual personal Growth and Development budget.
• The opportunity to make a meaningful impact in a rapidly growing tech company.
• Flexible Remote / Hybrid work-from-home options to promote work-life balance.
• Flexible working hours.
• Active ThreatFabric events and FitFabric bootcamps.
• Active knowledge-sharing huddles.

Who are we looking for?

Essential Experience & Skills

• Proven experience in Customer Success, Strategic Account Management, Enterprise Account Management, or a comparable customer-facing role.
• Experience managing high-value enterprise customers and complex customer relationships.
• Experience working with the MEDDICC framework or other similar sales methodology
• Demonstrated responsibility for customer retention, renewals, and account growth.
• Experience working with enterprise software or SaaS solutions.
• Ability to translate product capabilities and customer requirements into measurable business outcomes and return on investment.
• Experience building relationships with senior decision-makers and executive stakeholders.
• Strong commercial awareness and the ability to identify and develop expansion opportunities in collaboration with Sales.
• Strong …