Account Manager Lead, Client Success

FIS•US WI MKE 4900, WI

About The Position

The Director of Client Success/Primary Client Success Manager serves as the primary client-facing operational excellence lead for FIS’s most strategic accounts. Acting as a strategic partner to clients and a bridge between internal teams and external stakeholders, this role is responsible for advocating for the client internally and representing a unified FIS externally. The DCS/PCSM drives client satisfaction, solution adoption, and overall value realization. By serving as a strategic partner, the DCS/PCSM ensures clients realize the full value of their investment, fosters long-term relationships, and aligns FIS solutions with business goals all while supporting the broader mission of client advocacy and partnership. The Director of Client Success/Primary Client Success Manager is part of the Client Success organization and orchestrates the post-sales experience for clients. Their priority is to use their market and product expertise to help clients achieve business goals, deliver measurable ROI through product adoption, and realize value from our products. The DCS/PCSM is also responsible for minimizing churn/compression risk and identifying expansion opportunities.

Requirements

7-10 years of experience in Client Success, Client Service/Support, Account Management, or similar roles
Bachelor’s degree; relevant previous experience in financial technology services
Ability to clearly articulate business value (written/verbal) to various stakeholders within clients’ organizations
Knowledge of financial technology industry and products, including market trends, challenges, and opportunities
Strong analytical skills, including experience with Tableau or similar software, and turning data into insights
Strong communication/presentation skills and confidence in all levels of customer engagement/situations
Strong leadership and ability to collaborate with cross-functional teams incl. Sales, Renewals, technical roles

Responsibilities

Acts as the primary liaison for high-value clients, ensuring seamless communication, resolution of concerns for their product area, and strategic alignment between FIS and the client.
Ensures alignment across internal teams by facilitating collaboration and maintaining a united front during client engagements.
Build strong relationships with clients, proactively engage across the lifecycle, and enable value realization
Develop a deep understanding of clients’ business objectives and collaborate with clients to build a joint success plan with milestones and measurable KPIs to achieve desired outcomes through product adoption
Proactively analyze client health and product usage data, and take necessary actions to mitigate risk, improve product adoption, deliver business value outcomes, and reduce churn
Act as a strategic advisor, bringing forward expansion opportunities and insights to sellers, and influencing product roadmaps based on client feedback
Capture, communicate, and bring forward expansion recommendations from customer insights to sellers
Act as a liaison between product management and clients; partner with sales & professional services teams
Participate in the renewal process and articulate the renewal value story to clients