Client Success Manager Senior

FIS•Jacksonville, FL

About The Position

The OnDemand Client Success Manager (CSM) plays a critical role in helping clients realize value from FIS solutions through a scaled, ondemand engagement model. Rather than supporting a single named account portfolio, this role provides flexible, prioritized, and outcome focused support to a broader client base aligned to a specific solution area. The OnDemand CSM acts as a trusted advisor during key moments in the client lifecycle—driving adoption, addressing challenges, mitigating risk, and supporting renewals—while delivering a consistent, high-quality client experience at scale. The OnDemand Client Success team is part of FIS’s broader Client Success organization and supports clients through a scaled coverage model designed to deliver efficient, responsive, and measurable value. The team partners closely with Sales, Product, Support, and Professional Services to ensure clients receive the right level of expertise at the right time.

Requirements

5–7 years of experience in Client Success, Account Management, Client Service/Support, or similar client facing roles.
Bachelor’s degree or equivalent relevant experience; experience in financial services or fintech preferred.
Strong ability to communicate business value clearly and effectively to a variety of client stakeholders.
Analytical mindset with experience using data and reporting tools (e.g., Tableau or similar) to generate insights.
Excellent communication and presentation skills.
Proven ability to manage multiple client interactions simultaneously and thrive in a fast paced, ondemand environment.
Strong collaboration skills and comfort working across sales, technical, and operational teams.

Responsibilities

Serve as a subject matter expert for assigned solutions, providing guidance to clients focused on adoption, optimization, and value realization.
Manage a scaled portfolio of clients, prioritizing engagement based on client needs, health indicators, and business impact.
Proactively engage clients at key lifecycle moments through timebound, needs based interactions.
Analyze product usage and client health data to identify risks, improve adoption, and support retention.
Collaborate cross functionally with Sales, Product, Support, and Professional Services to resolve issues and deliver successful outcomes.
Capture and communicate client feedback and insights to internal teams to help improve products and client experiences.
Identify and surface expansion signals and value insights to Sales partners as appropriate.
Contribute to renewal efforts by articulating the value clients have realized from FIS solutions.