Discover the proactive strategies and unwavering commitment that define superior customer relationships at nsKnox, ensuring your continuous security and success.
In the world of payment security, where speed, risk, and complexity intersect, customer success is often treated as a reactive function. But for Gil, VP of Customer Success at nsKnox, it’s something else entirely – a strategic role built on trust, clarity, and long-term connection.
Throughout this conversation, Gil shares how he approaches customer success not just as a service but as a relationship – one grounded in full transparency and guided by honest care. From managing high-stakes situations to anticipating future needs, Gil and his team offer a perspective shaped by experience but always focused on what’s next.
“With a good relationship, you can build anything; the sky is the limit”.
That belief isn’t aspirational – it’s operational. It guides how challenges are met, how trust is earned, and how progress is sustained over time.
– Gil Bechor, VP Customer Success, nsKnox
Q. Customer success means different things to different
companies. For you, what does it truly represent – and
how did you find your way to it?
I actually started out on the technical side – as a software developer. However, early on, I recognized that my true strengths and passions lay elsewhere; theyn were in connecting with people. That insight led me through product and program roles, eventually landing me in customer success, where I truly foundn my place.
What drew me to this field and what keeps me in it is the transformative power of relationships. I genuinely believe that with a strong relationship, the sky is the limit. That belief shapes not only how I lead but how our entire team operates.
At nsKnox, customer success is about more than onboarding and support. It’s about building long-term partnerships and ensuring that customers receive genuine, ongoing value from our platform.
My team serves as the bridge between our customers and the rest of the
company, translating customer needs, raising flags, sharing insights, and
ensuring the right conversations are happening across teams such as Product,
R&D, and Operations.
That connection is essential to making sure our customers aren’t just using our product, but truly succeeding with it. And that starts with trust, clarity, and a relationship that grows over time.
Q. What are the top challenges customers face with payment fraud prevention?
Two of the challenges that come up time and again in our conversations with new customers are the following:
The first is fundamental: how can you be sure that the account your AP team is about to pay belongs to the intended recipient and not a fraudster? It’s a critical concern, especially when dealing with large volumes and international vendors. That’s precisely where our Global Account Validation solution comes in. It enables organizations to verify any account anywhere in the world, bringing confidence to every transaction.
The second pain point is the trade-off between speed and certainty. Global businesses need to move fast, but they can’t afford to compromise on verification and security. The challenge is to find a way to ensure both rapid processing and security. While this remains a known industry gap, we continually think about it as part of our broader mission to protect payments at scale.
Q. How do you translate these pain points and needs into
product feedback, innovation, or education?
For us, customer feedback is more than a support function—it’s a strategic asset. When we identify recurring challenges, we don’t just log them; we use them to guide product thinking, shape internal priorities, and inform how we support and educate our customers.
One of the most effective things we’ve done is connect other teams, such as R&D and Product, directly with customers. Hearing needs and challenges firsthand, rather than through a summary or secondhand notes, leads to sharper solutions and faster alignment. It creates a shared understanding that accelerates innovation.
Not every challenge requires a new feature – sometimes, it’s about clarity, communication, or guidance. That’s where education comes in. We see part of our role as helping customers stay ahead, not just with tools but with knowledge. At the end of the day, every pain point is a signal. We listen, we collaborate, and we build – always intending to stay one step ahead of the threats our customers face.
Q. In your view, what should customers prioritize when
evaluating fraud prevention solutions today?
The most valuable solutions are the ones that solve both today’s problems and tomorrow’s challenges. That’s how we approach everything at nsKnox – through a dual focus on immediate impact and long-term value. Whether it’s the product itself or the service around it, both are designed to adapt, evolve, and respond to real-world needs. That’s something our customers consistently appreciate and a commitment we’re deeply dedicated to preserving.
But it doesn’t stop there. We believe in being fully transparent about our direction. Sharing our roadmap and strategic direction isn’t just about visibility – it’s about building shared momentum.
We want every customer to know that nsKnox isn’t just solving for now. We’re actively building solutions for what’s coming next in the world of payments and fraud prevention.
Q. In a fast-growing customer landscape, how do you preserve the personal connection, and how do you apply it in high-pressure situations?
For me, it all comes down to the personal touch. That’s not a slogan – it’s a mindset. I’ve always believed in meeting people where they are, not where I want to “put” them.
Even as the customer base grows, we remain committed to this mindset. It’s not about “the customer is always right” – it’s about understanding where they’re coming from.
At the customer success team, we constantly practice what I call “role reversal”: putting ourselves in the other person’s shoes. It provides us with a deeper, more human understanding of what constitutes the right course of action.
In high-stakes moments, that perspective becomes even more critical. One of the most valuable lessons I’ve learned – and I credit a great former manager for this – is the importance of stepping back to get the whole picture.
I try to take a step back, zoom out, and view the challenge like a chessboard. When you view the field from above, patterns emerge, priorities become clearer, and you’re able to act with intention instead of emotion.
That combination of personal empathy and strategic perspective is what allows our team to navigate complexity without losing sight of the person on the other end of the conversation, and this is what drives the nsKnox service principle.
Q. You mentioned the importance of building trust. Let’s dive into that – how does it shape nsKnox’s work, and why is it so vital?
At nsKnox, we’ve learned through extensive experience that trust and transparency are not a risk; they are a fundamental strength. This understanding forms the bedrock of our approach to customer relationships and reflects how we operate as a company.
Our team is anchored by a commitment to complete honesty – not partial or selective, but crystal-clear communication, even when navigating complex situations. This mindset drives every interaction, ensuring our customers receive direct, honest, and reliable engagement from every member of our team. When we engage with new customers, we communicate this philosophy upfront: this is how we work, and we value the same in return. We believe that real trust is impossible without transparency, making it the essential foundation of every strong partnership. This commitment becomes a powerful differentiator, not only in how we collaborate but also in how customers perceive the genuine value nsKnox delivers.
A prime example of this in action involved a relatively new customer who reached out with a vague concern about a vendor – purely based on intuition, without any major red flags. Our team immediately prioritized the issue, jumping on a call with the customer and their CFO to investigate. Through this collaborative effort, we uncovered a significant fraud attempt.
That pivotal moment of early trust, the customer’s confidence in us to raise a concern without hesitation, ultimately made the difference in preventing a major incident.
This illustrates our broader vision: trust built at one level opens doors at another. Our goal at nsKnox isn’t merely to support the individuals we interact with daily; it’s to cultivate trust across the entire organization – fostering strong, secure partnerships from company to company, and from people to people.
Q. Last one—what’s the biggest myth people still have about customer success?
One of the biggest misconceptions is that customer success is solely the responsibility of the customer success (CS) team. Yes, it’s a dedicated function – and an essential one for maintaining strong human relationships, but it can’t operate in isolation. The responsibility of truly supporting and growing customer relationships belongs to the entire company.
That belief drives how we work at nsKnox. We make a conscious effort to bring together other teams – such as R&D, Product, and the customer-facing team. It builds alignment, creates more relevant solutions, and shows our customers that they’re not just interacting with one team but with a whole company that’s fully invested in their success
