Customer Success Specialist I (Fraud Prevention)

Company description

Experian is a global data and technology company that powers opportunities for people and businesses around the world. We operate in diverse markets, such as financial services, healthcare, automotive, agribusiness, insurance, among others. Experian invests in people and new advanced technologies to unlock the power of data. We have an incredible team of 25,200 employees in 32 countries.

Our uniqueness is valuing yours. Experian's people-centric, inclusive, and purpose-driven culture is recognized by numerous awards — including World’s Best Workplaces™ 2025 (Fortune's Top 25 global) and Great Place To Work™ in 26 countries, among others. Check out Experian Life on social media or explore our careers site to understand why. Experian is also proud to be an equal opportunity and affirmative action employer.

Job description

Job description

Position Objective

Act as a strategic partner for a portfolio of Enterprise clients, responsible for driving the adoption of solutions, value generation, retention, and business expansion in fraud prevention. The professional will be the primary point of executive relationship management for clients, conducting data-driven consultative work, promoting sustainable results, and strengthening long-term relationships.

The position requires a strong presence with clients, including recurring visits, executive meetings, and close monitoring of operations to gain a deep understanding of the business context and identify growth opportunities.

Key Responsibilities Strategic Relationship Management

• Manage a portfolio of strategic Enterprise clients.
• Act as the primary point of contact and business consultant.
• Build solid relationships with stakeholders at various levels, including executives and C-Level.
• Conduct recurring in-person visits to understand the business and strengthen the partnership.

Adoption and Value Generation

• Develop and execute success plans aligned with clients' strategic objectives.
• Ensure effective adoption of contracted solutions.
• Identify opportunities to maximize results and return on investment (ROI).
• Promote best practices that increase the value perceived by clients.

Data and Indicator Management

• Monitor key success indicators, such as:
  • Health Score
  • Product Adoption
  • Consumption
  • NPS
  • CSAT
  • Churn
  • Revenue expansion
• Transform data into actionable insights and action plans.

Initiative Leadership and Governance

• Coordinate cross-functional initiatives involving internal and external areas.
• Conduct action plans for risk mitigation and resolution of complex problems.
• Lead executive meetings for results tracking and governance.

Retention and Expansion

• Ensure the retention and sustainable growth of the portfolio, acting as a protagonist in risk management, churn prevention, and preservation of recurring revenue.

• Identify and act directly on upsell and consumption increase opportunities, connecting client needs to portfolio solutions.

• Support commercial teams in contract renewal and cross-sell processes.

• Develop business cases and growth strategies in conjunction with Commercial, Product, and other partner teams, driving revenue and value generation for the client.

Voice of the Customer

• Represent client needs internally.
• Influence product roadmaps, processes, and strategies based on structured feedback.
• Act as a link between clients and internal areas for continuous experience improvement.

Governance and Continuous Improvement

• Record and track interactions, action plans, and results in CRM tools.
• Ensure excellence in Customer Success processes and portfolio governance.
• Contribute to the evolution of relationship and client management practices.

Behavioral Competencies

• Customer focus and empathy.
• Strategic business vision.
• Executive communication.
• Influence and negotiation.
• Analytical and structured thinking.
• Complex problem solving.
• Organization and priority management.
• Proactivity and ownership.
• Ability to act with autonomy in dynamic environments.
• Orientation towards results and value generation.

Position Success Indicators

• Portfolio retention and renewal.
• Revenue growth through expansion (upsell/cross-sell).
• Evolution of solution adoption indicators.
• Improvement in Health Score, NPS, and CSAT.
• Churn reduction and risk mitigation.
• Strengthening of executive relationships and perceived value by clients.

Qualifications

Qualifications

• Experience in technology, SaaS, Analytics, Data, Credit, Anti-fraud, Payment Methods, or complex B2B solution companies.
• Knowledge of Customer Success and Revenue metrics.
• Experience with tools such as Salesforce, Gainsight, HubSpot, Zendesk, or CRM/Customer Success platforms.
• Knowledge of BI and data analysis (Power BI, Tableau, or Looker).
• Intermediate or advanced English (desirable).
• Certifications in Customer Success, Project Management, Analytics, or strategic account management methodologies.

Additional information

Experian is a global data and technology company that powers opportunities for people and businesses around the world. We operate in diverse markets, such as financial services, healthcare, automotive, agribusiness, insurance, among others. Experian invests in people and new advanced technologies to unlock the power of data. We have an incredible team of 25,200 employees in 32 countries.

Our uniqueness is valuing yours. Experian's people-centric, inclusive, and purpose-driven culture is recognized by numerous awards — including World’s Best Workplaces™ 2025 (Fortune's Top 25 global) and Great Place To Work™ in 26 countries, among others. Check out Experian Life on social media or explore our careers site to understand why. Experian is also proud to be an equal opportunity and affirmative action employer.

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