Engineering Senior Director - Customer Success

Feedzai is the world’s first RiskOps platform for financial risk management, and the market leader in safeguarding global commerce with today’s most advanced cloud-based risk management platform, powered by machine learning and artificial intelligence. Feedzai is securing the transition to a cashless world while enabling digital trust in every transaction and payment type. The world’s largest banks, processors, and retailers trust Feedzai to protect trillions of dollars and manage risk while improving the customer experience for everyday users, without compromising privacy. Feedzai is a Series D company and has raised $282M to date. With a valuation of +$1.5B, the company's technology protects 900 million people in 190 countries. 

We’re looking for a pragmatic, experienced engineering leader to drive the Engineering pillar of our Customer Success Center of Excellence (CoE). The ideal candidate understands how to deliver and support complex software products, both SaaS and on-prem, in real-world mission critical customer environments.

You will lead a strategic core team and work closely with Delivery Managers, Solution Architects, and Engineering Managers across the globe (both in regional delivery teams and our Global Delivery Center (GDC)). You will be responsible for setting and evolving technical standards, delivery practices, and solution architecture quality, while supporting scalable growth and coaching the next generation of technical leaders.

• Lead the Engineering practice within the Customer Success CoE (including Engineers and Solution Architects);
• Define and maintain technical standards, architecture best practices, delivery guidelines, and reusable frameworks for successful deployments;
• Act as a sounding board and escalation point from a technical perspective for Engineering Managers across the Delivery centers;
• Collaborate with Business, Project Management, Risk & AI, Product, and Customer Care teams to ensure alignment on solution design, implementation health, and delivery feasibility;
• Contribute to strategic customer engagements—providing oversight and technical guidance on critical deals, escalations, and solution reviews;
• Coach and mentor Engineering Managers and high-potential ICs across regions and the GDC;
• Influence and participate in commercial discussions, especially where engineering scope impacts pricing, project scope, or success planning;
• Own and evolve the engineering competency matrix and support structured career growth;
• Promote knowledge sharing and engineering excellence across the broader CS organization;
  
  

• Define and evolve the engineering delivery model and processes across CS, ensuring consistency between GDC and regional teams;

• Own and maintain the Engineering Competency Matrix, including leveling criteria, certification plans, and onboarding guidelines;

• Collaborate with HR and Delivery on career pathing, talent pyramid planning, and identifying strategic skill gaps;

• Develop and roll out technical training programs, peer learning forums, and role-specific certification tracks;

• Define and track CoE-wide KPIs for technical quality, delivery health, onboarding efficiency, and engineering productivity;

• Champion automation, reusability, and tooling to increase delivery scalability and reduce engineering overhead;

• Work with Product and Delivery teams to influence delivery feasibility, product roadmap decisions, and recurring technical escalations.

• Proven leadership in a technical CoE or platform engineering function, preferably within an enterprise B2B software environment;
• Strong track record delivering complex products (ideally fraud/fintech, data-intensive, or mission-critical systems), both SaaS and on-prem (optional);
• Experience working with Solution Architects, Engineering Managers, and Delivery leaders to operationalize technical vision;
• Exposure to cloud and hybrid deployments, distributed systems, and scalable architecture models.

• Strong engineering fundamentals with the ability to review and challenge solution designs, integration flows, and architectural decisions across front-end, back-end, and distributed systems;
  
• Product driven mentality with focus on product evolution, standardization and leveraging product improvements over customizations;
• Solid understanding of CI/CD pipelines, observability, reliability engineering, and cloud-native deployment patterns (AWS a must; GCP/Azure a plus);
• Hands-on knowledge of key technologies such as Kafka, Spark, containerized environments, real-time data pipelines, and API ecosystems;
• Comfortable navigating the entire customer lifecycle: scoping technical solutions in pre-sales, working through BPE revisions, managing change requests, and driving long-term adoption.
• Skilled in balancing technical vision with delivery constraints—knows when to push for best practices vs. when to compromise pragmatically to meet customer needs.
• Actively contributes to or fosters technical communities of practice—understands the value of consistency, reusability, and internal alignment in fast-scaling environments.
• Deep familiarity with delivery metrics and operational efficiency—can define and track meaningful indicators for throughput, incident rates, margin, and resourcing.
• Comfortable navigating ambiguity and setting direction in evolving org structures.
  
  

The Customer Success Team is responsible for delivering our product to our clients. This includes education, configuration, solution development, and risk strategy to enable our clients to address their pain points. We collaborate with our clients to ensure they have the right solution, build out a strategy and training plan for them, and then support them through each phase of our client lifecycle. We grow at a fast clip and believe no challenge is too big or too small. Therefore, we have an open environment that encourages us to lean in, try new things, and discover our potential. Join us!

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Your First 30-Days at Feedzai:

You will be immersed in our brand with training, connections, and one-on-one time with your manager. You may shadow your colleagues virtually or onsite at an office depending on where you work as you are supported through your Feedzai journey. In addition, you will have access to a ton of information to give you history, context, and all the knowledge you can handle about Feedzai and the team. Finally, you will start working on projects and collaborating on work currently being done. We can't wait to have you join the team!

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Feedzai is an Equal Opportunity Employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Feedzai does not accept unsolicited resumes from recruiters or employment agencies. 

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