Manager, Client Success (CSM)

FIS

About The Position

The Client Success Manager is responsible for directly managing a book of strategic or portfolio accounts whilst leading and developing a team of Client Success Managers. This role drives client value, retention, and growth by leading a team of client success managers while also directly managing a portfolio of key accounts. The Manager blends strategic leadership with hands-on execution, ensuring best practices are modeled, client relationships are strengthened, and business outcomes are consistently delivered. This role is accountable for client outcomes, team performance, and execution of client success strategy at a portfolio or segment level. The Client Success Manager is part of the Client Success organization and orchestrates the post-sales experience for clients. Their priority is to use product expertise to help clients achieve business goals, deliver measurable ROI through product adoption, and realize value from products. CSMs are also responsible for minimizing churn/compression risk and identifying expansion opportunities.

Requirements

Bachelor’s degree or equivalent experience required
8-12+ years of experience in customer success, account management or related roles
Relevant previous experience in financial technology services
Knowledge of financial technology industry and products, including market trends, challenges, and opportunities
Proven experience managing enterprise or strategic client relationships
Prior people-management experience or strong player/ coach readiness
Strong commercial acumen
Data-driven mindset with experience using CRM and client health metrics
Excellent stakeholder management and executive-level communication skills

Nice To Haves

MBA or another advanced degree preferred

Responsibilities

Manage a defined portfolio of high‑value or complex clients as the primary Client Success Manager
Drive adoption, measurable value realization, retention, and expansion within owned accounts
Serve as an escalation point for critical client risks and relationship challenges
Build trusted relationships with senior client stakeholders and act as a strategic advisor
Develop and execute joint success plans with milestones and KPIs aligned to client business outcomes
Lead, coach, mentor, and performance‑manage a team of Client Success Managers
Set clear expectations, objectives, and success plans aligned to Client Success strategy
Conduct regular one‑to‑ones, deal reviews, and client health deep dives
Build team capability across onboarding, adoption, risk management, renewals, and expansion motions
Model best‑in‑class client engagement while empowering team members to lead
Partner closely with Sales on renewals, upsell, and expansion opportunities
Collaborate with Product, Support, and Professional Services to resolve systemic client issues
Act as a critical link between clients and internal teams, translating client needs into actionable insights
Advocate for the voice of the customer to inform product and go‑to‑market strategies
Translate Client Success strategy into day‑to‑day execution
Monitor portfolio health, retention, NPS, and adoption metrics
Proactively analyze client health and usage data to identify risk and drive corrective action plans
Ensure consistent use of CRM tools, playbooks, and engagement standards
Operate effectively in ambiguity; test, learn, and iterate to improve outcomes