Account Manager Sr Lead, Client Success (CSM)
About The Position
Every day at FIS, innovators, problem solvers and changemakers work together to create technology that advances the world of finance. We embrace new ideas, challenge what's possible and empower our teams to make a lasting impact. If you're ready to help shape the future of fintech, unlock your next chapter with FIS. About the Role: 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.
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
Benefits
- Opportunities to make an impact in fintech
- Internal career growth opportunities
- Personal and professional learning
- Inclusive, diverse work environment
- Resources to give back to your community
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What This Job Offers
Job Type
Full-time
Career Level
Senior
