Director, Client Success

FIS

1d

About The Position

FIS is a leading global provider of technology solutions for banks, capital markets firms and corporates, with over 50,000 employees worldwide. The company focuses on advancing the way the world pays, banks, and invests, helping clients use technology to solve business-critical challenges and deliver superior customer experiences. The Client Office, which includes Client Servicing, Support, Implementation & Professional Services, is dedicated to delivering client excellence and ensuring customer success. As the Client Success Director, you will lead Client Success for Community and Credit Union core banking clients. This role involves executive-level client engagement combined with hands-on leadership of a Client Success Manager (CSM) team. You will be responsible for setting strategy, driving operational and commercial performance, and ensuring consistent, high-quality client outcomes.

Requirements

• Proven leadership experience managing and developing individual contributors in client-facing or customer success environments, with a strong focus on coaching and mentoring.
• Significant experience within banking or core banking ecosystems, gained in fintech or in-house banking roles.
• Strong executive presence with the ability to lead senior internal and external stakeholder conversations and influence outcomes.
• Solid operational and commercial acumen, with experience driving client satisfaction, retention, and growth in regulated environments.
• Adaptability and resilience to operate across strategic, operational, and transformational priorities.

Nice To Haves

• Experience supporting or leading transformation initiatives from a Solutions or Platform perspective.
• Salesforce or comparable CRM experience.
• Direct exposure to Community Banking or Credit Union client segments across core platforms.

Responsibilities

• Lead, mentor and develop a team of approximately 10–12 Client Success Managers acting as primary relationship owners and escalation points for Community and Credit Union core banking clients.
• Define and execute a client success strategy anchored in Community and Credit Union cores (e.g., Horizon, Affinity Edge), delivering operational excellence, client satisfaction, and value realisation.
• Own senior client relationships, engaging regularly with executive stakeholders to manage strategic priorities, complex escalations, and transformational initiatives.
• Drive strong commercial discipline across the Client Success organisation, including retention, revenue protection, and close collaboration with Sales and Solution teams on growth opportunities.
• Act as solution-level leader for Community and Credit Union cores, providing direction on client adoption, service models, and solution evolution.

Benefits

• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
• A variety of career development tools, resources and opportunities
• A fantastic range of benefits designed to help support your lifestyle and wellbeing
• A work environment built on collaboration, flexibility and respect

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees