Customer Success Manager - EMEA

About G2 Risk Solutions

G2 Risk Solutions (G2RS) is a leading global provider of risk management, compliance, and fraud prevention solutions. Serving financial institutions, fintechs, payment providers, and other regulated organizations worldwide, G2RS combines advanced technology, data intelligence, and deep regulatory expertise to help clients mitigate risk, strengthen compliance, and drive business growth.

About the Role

As a Customer Success Manager – EMEA, you will serve as a trusted advisor and primary point of contact for our clients across the EMEA region. You will be responsible for building and maintaining strong customer relationships, driving product adoption, and ensuring clients maximize the value of our solutions.

In this highly client-facing role, you will provide strategic guidance, deliver product training, support customers with reporting and deliverables, and share industry best practices to help clients achieve their compliance and business objectives. You will collaborate closely with Sales, Marketing, Operations, and other cross-functional teams to deliver an exceptional customer experience and contribute to long-term client success.

The ideal candidate is customer-focused, proactive, and comfortable engaging with clients through regular calls and meetings across the UK and Europe.

Key Responsibilities

• Serve as the primary point of contact for a portfolio of strategic and high-value clients, ensuring exceptional service delivery and long-term customer success.
• Lead the onboarding process for new clients, driving seamless implementation, successful product adoption, and a positive customer experience from day one.
• Build and maintain strong client relationships through proactive engagement, regular business reviews, and ongoing value-driven support.
• Drive customer retention and account growth by identifying opportunities to expand product usage and increase client engagement.
• Partner closely with Sales and Product teams to identify and execute upsell and cross-sell opportunities across the G2 Risk Solutions portfolio.
• Educate clients on the benefits and capabilities of additional G2RS products and services, helping them maximize the value of their investment.
• Deliver customer training, best-practice guidance, and tailored resources to support client objectives and business outcomes.
• Act as an escalation point for client concerns, ensuring timely resolution and effective communication throughout the issue management process.
• Collaborate cross-functionally with Customer Support, Product, Engineering, Operations, and other internal stakeholders to address client needs and provide actionable customer feedback.
• Contribute to strategic initiatives and continuous improvement projects that enhance the customer experience and support business growth.
• Effectively manage priorities, meet deadlines, and deliver high-quality work in a fast-paced, client-focused environment.
• Foster a collaborative team culture through clear communication, knowledge sharing, and support for colleagues across the organization.
• Undertake additional projects and responsibilities as required to support departmental and organizational objectives.

Required Skills & Competencies

• Proficiency in Microsoft Office applications, particularly Excel.
• Experience working with CRM platforms such as Salesforce, HubSpot, or similar customer management systems.
• Excellent organizational, time management, and problem-solving skills, with the ability to manage multiple priorities effectively.
• Exceptional written and verbal communication skills, with the ability to build strong relationships across diverse stakeholder groups.
• Strong interpersonal and negotiation skills, combined with the ability to analyze data and translate insights into actionable recommendations.
• High level of attention to detail and commitment to delivering quality work and an outstanding client experience.
• Ability to thrive in a fast-paced environment, adapt quickly to changing priorities, and exercise sound judgment when making decisions.
• Comfortable reviewing sensitive and potentially high-risk web content as part of client support and risk-related processes.
• Strong computer literacy and aptitude for learning new technologies and software platforms.
• Creative and innovative mindset with a continuous improvement approach to customer success and service delivery.

Qualifications

• Fluent in English; additional language skills are highly desirable, with Ukrainian considered a strong advantage.
• 2–5 years of experience in a customer-facing role, preferably within payments, fintech, risk management, compliance, SaaS, or a related industry.
• Demonstrated track record of delivering exceptional customer service and building long-term client relationships.
• Strong customer-centric mindset with the ability to anticipate customer needs and proactively drive positive outcomes.
• Self-motivated team player with excellent collaboration skills and a proactive approach to problem-solving.
• Bachelor's degree or higher preferred.
• Strategic thinker with the ability to balance client needs, business objectives, and operational priorities.
• Comfortable working cross-functionally in a dynamic, international environment.
• Passion for customer success and a commitment to delivering an exceptional client experience.