Account Manager Sr Lead, Client Success (CSM)

FIS•Atlanta, GA

About The Position

The Client Success Manager (CSM) is responsible for driving client satisfaction, solution adoption, and overall success for a specific solution. By serving as a strategic partner, the CSM ensures clients realize the full value of their investment, fostering long-term relationships and aligning solution outcomes with business goals.

Requirements

5-7 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

Act as a subject matter expert in business-specific domains, leading strategic conversations with senior stakeholders to identify partnership, growth, and expansion opportunities.
Collaborate cross-functionally with product, sales, and support teams to deliver tailored solutions that drive adoption, satisfaction, and measurable impact.
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.