Account Manager Senior, Client Success (CSM)

FIS•Jacksonville, FL

1d•Hybrid

About The Position

The Client Success Manager (CSM) drives client satisfaction, engagement, and successful business outcomes within an assigned area of specialization. As a trusted advisor and strategic partner, the CSM helps clients maximize the value of FIS solutions and services and align outcomes with their operational and business objectives. Through proactive relationship management, advocacy, and collaboration, the CSM fosters long-term partnerships that support client growth, adoption, and overall success. This role follows a required hybrid schedule at one of FIS’s talent centers in Milwaukee or Jacksonville. The CSM collaborates with clients and internal teams throughout the client lifecycle, using client health and product usage data to support adoption, value realization, risk mitigation, and renewals.

Requirements

At least 5 years of experience in Client Success, Relationship/Account Management, or similar roles in financial technology.
Bachelor’s degree and relevant previous experience in financial technology services.
Ability to clearly articulate business value, in writing and verbally, to stakeholders across client organizations.
Knowledge of the financial technology industry and products, including market trends, challenges, and opportunities.
Strong analytical skills, including experience with Tableau or similar software and the ability to turn data into insights.
Strong communication and presentation skills, and confidence engaging with customers at all levels and in varied situations.
Strong leadership and ability to collaborate with cross-functional teams, including Sales, Renewals, and technical roles.

Responsibilities

Act as a subject matter expert in technical solutions and business-specific domains.
Collaborate with product, sales, and support teams to deliver tailored solutions that drive adoption, satisfaction, and measurable impact.
Build strong client relationships, engage proactively across the client lifecycle, and enable value realization.
Understand clients’ business objectives and develop joint success plans with milestones and measurable KPIs to achieve desired outcomes through product adoption.
Analyze client health and product usage data, then take action to mitigate risk, improve adoption, deliver business value, and reduce churn.
Serve as a strategic advisor by identifying expansion opportunities and sharing insights with sellers, and influence product roadmaps through client feedback.
Capture and communicate expansion recommendations based on customer insights to sellers.
Liaise between product management and clients, partnering with sales and professional services teams.
Participate in renewals and articulate the renewal value story to clients.