MCP is a leading fraud detection company specialising in the mobile billing sector. Our mission is to provide proactive, data-driven insights that help our clients prevent fraud, protect revenue, and enhance customer trust. We pride ourselves on delivering tailored solutions that address our clients’ unique challenges. 

Customer Success Manager

We are seeking a technically skilled, customer-focused Customer Success Manager with a deep understanding of the digital markets. This individual will ensure our clients achieve maximum value from our platform by effectively managing bespoke requirements, analysing client service campaigns, and offering insights into fraudulent behaviour. The ideal candidate will combine technical aptitude with strong market awareness (within the Digital Advertising / Affiliate sector) to deliver outstanding customer success outcomes. 

Job Title: Customer Success Manager

Company: MCP Insight Ltd (MCP) 

Location: To be discussed 

Department: Operations 

Reports to: Operations Manager but also working closely with Tech and Commercial teams 

What We Offer:

• Competitive Salary and Benefits 
• Career Growth: Opportunities to advance within a growing organisation. 
• Professional Development: Access to resources for skill enhancement in customer success and client relationship management. 
• Dynamic Work Environment: Work in a fast-paced, collaborative environment with a dedicated, innovative and friendly team. 

Key Responsibilities:

• Client Onboarding and Training: Guide new clients through an efficient onboarding process, ensuring you understand their requirements, that they are trained on our platform and fully understand its capabilities. 
• Bespoke Requirements Management: Work closely with clients to understand their pain points, ensuring successful implementation and tailoring of solution to meet their anti-fraud requirements – and to support good traffic conversion by fully understanding their advertising and payment flows. 
• Client Relationship Management: Build and maintain strong relationships with client stakeholders, acting as their advocate within MCP. Regularly engage with clients to ensure satisfaction and address any concerns. 
• Collaboration with Technical Teams: 
  • Collaborate with the technology team to communicate client needs and ensure technical solutions align with client expectations. 
  • Participate in the testing of platform updates or new features to ensure usability and relevance. 
  • Simplify technical concepts for clients, ensuring they are well-versed in platform capabilities and upgrades. 
• Issue Resolution: Identify and address any client issues proactively, ensuring timely resolution and consistent communication. 
• Reporting and Feedback:
  • Collaborate with internal teams to help problem solve, deliver customised insights and reports to clients, helping them understand their platform usage showcasing the value and impact of MCP Shield. 
  • Provide internal reports on client satisfaction, product usage trends, and areas of improvement. 
• Performance Monitoring: Track key client metrics and identify patterns of fraud, so they can achieve maximum value from our platform – with the aim of delivering fraud free traffic. 

Qualifications 

Educational Background: 

• Bachelor’s degree in business, Technology, or a related field.  
• Certifications in Customer Success or Account Management are a plus. 

Experience: 

• 3 + years Data analysis in a fraud detection environment 
• 3+ years in Customer Success, Account Management, or similar client-facing role, preferably within the tech or SaaS industry. 
• Experience managing bespoke client requirements and ensuring customer satisfaction. 

Skills: 

• Strong understanding of technical platforms and ability to explain complex concepts in simple terms. 
• Proven track record of driving client engagement, retention, and satisfaction. 
• Ability to manage multiple clients and priorities simultaneously in a fast-paced environment. 
• Proficiency in tools like CRM platforms, project management software, and data analysis tools is a plus. 
• Attention to detail, allied with the patience to search and find potential fraudulent patterns – and devising solutions to improve these patterns. 
• Exceptional communication and interpersonal skills, with the ability to manage complex client relationships. 
• Strong problem-solving abilities and a proactive approach to issue resolution. 

Domain Knowledge: 

• Familiarity with fraud detection systems, mobile billing challenges, or the digital marketing space is advantageous but not required. 

To Apply 

Please send your resume/CV and cover letter to babar@mcpinsight.com with the subject line “Customer Success Manager.”