Director, Client Success & Retention

Illinois Credit Union League • Naperville, IL

6d • Onsite

About The Position

As Director of Client Success & Retention, you'll be the primary relationship manager For Envisant's most strategic credit union partners. This role is responsible for strengthening client relationships, improving retention, gathering market intelligence, and ensuring member credit unions receive maximum value from their partnership with Envisant. The Director of Client Success & Retention will conduct regular onsite visits with key credit union clients nationally, facilitate executive-level discussions, identify emerging concerns and opportunities, and advocate internally on behalf of credit union partners. The position will work closely with Operations, Product, Marketing, Sales, Partnership, Visa, Mastercard, FIS, and Fiserv teams to improve the overall client experience.

Requirements

• 8+ years of experience in card services, payments, credit unions, account management, customer success, or financial services
• A strong understanding of debit, credit, fraud, digital payments, and card processing
• Experience working with credit unions and their executive leadership teams
• Familiarity with Visa, Mastercard, FIS, Fiserv, and related providers
• Polished presentation and webinar facilitation skills
• Strategic, critical thinking and comfort adapting to a changing landscape
• Experience with Salesforce or a comparable CRM

Nice To Haves

• A college degree is preferred

Responsibilities

• Lead strategic relationships. Build lasting, executive-level relationships with our top credit unions, monitor satisfaction, and spot retention risks before they become problems.
• Run executive business reviews. Hold quarterly or semi-annual reviews covering portfolio performance, industry trends, processor updates, and product enhancements, then own the follow-up.
• Serve as a processor and industry liaison. Talk through FIS, Fiserv, Visa, and Mastercard initiatives, platform changes, migrations, fraud management, and digital payments, and bring recurring client concerns back to leadership.
• Advocate for clients. Escalate issues, partner with Operations and Customer Service on resolution, and keep clients informed until the work is done.
• Engage the mid-tier. Design and run a recurring webinar series, virtual roundtables, and educational content on fraud trends, portfolio performance, and industry developments for credit unions without dedicated onsite support.
• Collaborate with Sales. Share relationship intelligence, refer growth opportunities, join client meetings, and attend conferences when it makes sense.
• Report on what you see. Maintain account plans, track risks, competitive threats, and opportunities, and give leadership a clear read on credit union sentiment and market trends.
• You'll work across Operations, Product, Marketing, Sales, and Partnership teams, as well as with our Visa, Mastercard, FIS, and Fiserv counterparts.

Benefits

• You'll have a direct impact on the success of credit unions and the members they serve
• a seat at the table with executive leaders across the industry
• the freedom to focus entirely on client value rather than sales targets

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: Associate degree