Customer Success Specialist

About the Role

The Coalition Against Financial Crime (CAFC) is seeking a proactive and client-oriented Customer Success Specialist to join their expanding team. This position involves acting as the main liaison for a select group of clients, guiding them throughout onboarding, implementation, and ongoing service engagement. The role focuses on ensuring seamless and valuable client interactions that enhance customer satisfaction, retention, and foster long-term partnerships.

Key Responsibilities

• Manage comprehensive client relationships from initial onboarding and implementation to continuous support and contract renewals.
• Conduct client onboarding sessions, provide product trainings, and oversee implementation processes to ensure clients start effectively.
• Coordinate efficiently between clients, internal teams, and the sales department to handle deliverables, solve challenges, and maintain timelines.
• Simultaneously manage multiple client projects, guaranteeing fulfillment within agreed scope, schedule, and budget constraints.
• Identify potential risks to client satisfaction or project progress proactively and address or escalate issues promptly.
• Maintain professional, clear, and responsive day-to-day communication with clients.
• Generate regular status updates, usage summaries, and performance reports for clients and internal stakeholders.
• Assist in planning and executing client-focused events, webinars, and industry forums.
• Keep accurate records of client activities, project statuses, and support interactions using CRM and project management software.
• Participate in refining onboarding methods, support documents, and success playbooks for continuous improvement.

Required Qualifications

• Proven experience in roles involving customer success, account management, or client services.
• Strong organizational capabilities to handle multiple clients and priorities simultaneously.
• Excellent verbal and written communication skills with a confident client-facing demeanor.
• Familiarity with CRM systems, project management tools, and productivity applications.
• A solution-driven approach with demonstrated success in resolving client issues effectively.
• Experience collaborating across departments including sales, operations, and product teams.
• Technologically adept with the ability to quickly learn new software platforms and tools.
• Background in fintech, SaaS, financial services, or industries related to compliance.
• Knowledge of anti-financial crime, AML, or regulatory compliance principles.
• Experience in supporting or organizing industry webinars and events.
• Understanding of customer success metrics like NPS, CSAT, or churn management.
• Experience preparing client-facing reports and executive summaries.

What CAFC Offers

• A prominent role at the convergence of customer success and financial crime prevention.
• Access to a broad, international network of financial institutions, regulators, and compliance experts.
• A collaborative, mission-focused workplace culture with real opportunities for professional growth.
• Workplace flexibility regarding location and schedule.
• Competitive salary and benefits package.

About CAFC

The Coalition Against Financial Crime (CAFC) is a public-private collaborative platform dedicated to uniting stakeholders across the anti-financial crime ecosystem including financial institutions, law enforcement, regulators, and tech vendors. Operating with commitments to integrity, transparency, and political neutrality, CAFC promotes change through shared information, joint training, policy advocacy, and industry events focused on areas like AML, sanctions, fraud prevention, and beneficial ownership. CAFC fosters a growing global community with a free membership initiative aiming to bridge sectors for a safer financial environment worldwide.