CSM, Strategic Accounts

FIS•Atlanta, GA

About The Position

The Director of Client Success/Primary Client Success Manager serves as the primary client-facing lead for FIS 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 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. CSMs are also responsible for minimizing churn/compression risk and identifying expansion opportunities.

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

Client Point of Contact: 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
Strategic Planning: Owns and develops detailed, tailored plans for client success, retention, and expansion opportunities to ensure Client Success Plans are accurate and up to date
Value Realization: Ensures FIS is delivering the stated business objectives and client is achieving desired ROI
Team Coordination: Ensures alignment across internal teams by facilitating collaboration and maintaining a united front during client engagements
Client Engagements: Leads weekly client check-ins, monthly performance reviews, and partners on strategic discussions including but not limited to product adoption, expansion opportunities, and other commercial endeavors
Commercial Partnership: Collaborates with sales teams to strengthen renewal strategies and identify expansion opportunities
Contractual Visibility: Understands contractual obligations with regard to resources, roles and responsibilities
Account Performance: is an expert on that client’s impact to FIS financial performance which includes but is not limited to revenue visibility, sales performance, renewal transactions, credits and SLAs
Client Advocacy: Represent the client’s voice internally, ensuring their needs and concerns are addressed as well as managing various escalations
Client Health Monitoring: Understands overall client health to proactively identify risks and opportunities.
Reporting & Documentation: Maintain accurate and timely documentation in various systems to support reporting and leadership visibility