Customer Success Director (AMER)

Overview Founded over 16 years ago, with more recent investments from Accel-KKR, Entersekt is a leader in digital banking fraud prevention and payment security, including mobile authentication, mobile app security, and 3-D Secure authentication for issuers, acquirers and payment networks. We offer highly scalable products with a track record of success across multiple continents. Entersekt enables secure digital transactions for leading financial institutions globally. We exist to create a world where everyone can transact digitally without fear or compromise. Currently, we protect the digital transactions of over 210 million active users on our platform and hold 120 active patents that recognize innovation in digital security, payments, and user experience. Entersekt offers customers secure authentication and digital payments experiences that remove unnecessary friction. Entersekt has a diverse product portfolio and aggressive roadmap that positions the company well to sustain competitive advantage as it expands globally with emphasis on North America and European markets. The Ideal Candidate The ideal candidate is a customer-focused professional with 3–5 years of experience in fintech, SaaS, or financial services. They excel at building trust, driving product adoption, while identifying growth opportunities. Strong analytical skills, problem-solving ability, and cross-functional collaboration are essential. The Role As a Customer Success Director (CSD) at Entersekt, you will be responsible for managing direct relationships with financial institutions and fintech clients across the Americas. You will own a portfolio of high-impact accounts, working to maximize adoption, retention, and client growth by delivering value through Entersekt’s digital banking and authentication solutions. This is a critical, client-facing role that requires a deep understanding of the fintech landscape, strong relationship management capabilities, and a proactive mindset. The ideal candidate thrives in a fast-paced environment and is comfortable working independently across complex and strategic accounts. Responsibilities Own and manage a portfolio of financial services clients (including banks, fintechs, and credit unions) across the AMER region, ensuring ongoing satisfaction and value realization from Entersekt’s solutions. Develop and execute tailored client success plans, aligned to each client’s business goals, strategic initiatives, and adoption maturity. Monitor client health and engagement, using data to proactively identify risks, surface opportunities, and ensure long-term satisfaction and renewal. Drive renewals, upsells, and expansion opportunities, identifying qualified leads and collaborating closely with the Commercial team to support revenue growth. Recognize expansion opportunities and effectively qualify them for Sales counterparts to bring to closure. Serve as the voice of the customer internally by feeding insights back into Product, Engineering, and Support teams to improve features, service quality, and innovation. Manage escalations and support coordination, ensuring issues are resolved promptly and clients feel supported and prioritized. Support strategic initiatives within the Client & Partner function and contribute to process improvements and best practices. Document and manage all customer engagement information – including updates on critical contacts, statuses, next steps, and related items. Consistently achieve on-time renewal revenue targets. Skills and Experience Successful candidates for this role will generally possess the following qualifications and skills: 3+ years of experience in Customer Success, Account Management, or a related role within fintech, SaaS, or enterprise technology. Solid understanding of digital banking, authentication, cybersecurity, or payments. Strong interpersonal and communication skills, with the ability to engage C-level stakeholders and technical teams alike. Proficiency with CRM tools and customer success platforms, such as Salesforce, Gainsight, or similar. Proven ability to manage multiple complex accounts, prioritize effectively, and work autonomously in a fast-paced environment. Experience working with cross-functional teams in global organisations is a strong plus. Personality Attributes Empathy and Emotional Intelligence: Understand customer perspectives Proactivity and Problem-Solving: Demonstrates a forward-thinking mindset Strong Communication Skills: Skilled at active listening. Clear, concise and persuasive communicator Resilience and Adaptability: Quickly adapts to customer expectations and thrives in an environment where priorities may shift Relationship-Building Orientation: Builds credibility as a trusted advisor We place a lot of value on how we treat prospective employees and appreciate the time and effort that goes into job hunting. That is why we aim to keep the hiring process as quick and seamless as possible while ensuring the best possible fit for both you and the company. Working at Entersekt is truly a dream. You get exposed to cutting-edge technology, colleagues who are leaders in their fields, and an awesome working environment that includes flexible hours, remote work, and plenty of growth opportunities. Entersekt is an Equal Opportunity Employer: We are committed to building an inclusive and diverse workforce that reflects the global communities we serve. For all South Africa-based roles, preference will be given to candidates from historically disadvantaged groups, in accordance with local Employment Equity objectives. We have removed form-based application fields and extraneous boilerplate to ensure the job description remains focused on the role, responsibilities, and qualifications. #J-18808-Ljbffr Entersekt