Senior Manager, Customer Success Strategy & Journey Management

Fiserv•Mississauga, ON

7d•CA$118,400 - CA$148,000

About The Position

At Fiserv, we help clients deliver financial services and commerce experiences that move money and information securely and efficiently. The Senior Manager, Customer Success Strategy & Journey Management designs and executes differentiated customer success strategies across the merchant lifecycle for SMB, Mid-Market, and Strategic clients. This role builds journey frameworks, segmentation models, and scalable engagement programs that improve activation, adoption, retention, loyalty, and portfolio growth across key verticals.

Requirements

10+ years of experience in customer success strategy, customer lifecycle design, or customer experience program management.
10+ years of experience in segmentation strategy, service model design, and lifecycle engagement frameworks.
8+ years of experience in analyzing customer, operational, and service performance data using tools such as SQL, Tableau, Power BI, or Excel.
8+ years of experience in cross-functional program leadership across Product, Sales, Operations, Marketing, Support, and Relationship Management teams.
6+ years of experience in customer journey mapping, process improvement, and operational governance.
6+ years of experience in CRM and customer success platforms such as Salesforce, Gainsight, HubSpot, or similar systems.
6+ years of experience in payments, FinTech, SaaS, financial services, or commerce technology environments.
6+ years of equivalent combination of educational background, related experience, and/or military experience.

Nice To Haves

Experience building customer success programs for merchant acquiring or payment acceptance solutions.
Experience supporting vertical-specific engagement models for Retail, Restaurant/QSR, Healthcare, or E-commerce clients.
Experience with voice-of-customer methodologies, NPS, CSAT, or retention analysis programs.
Experience presenting strategy recommendations and performance insights to senior leadership.
Experience aligning digital engagement programs with high-touch service models.

Responsibilities

Design and manage end-to-end customer journey strategies across onboarding, activation, growth, retention, and renewal.
Develop customer journey maps by client segment and identify friction points, service gaps, and opportunities to improve merchant experience.
Create segmentation frameworks based on portfolio value, merchant size, industry vertical, product complexity, risk profile, growth potential, and service requirements.
Define service tiers and scalable engagement models, including high-touch and digital-touch approaches aligned to lifecycle milestones.
Partner with Sales, Product, Operations, Marketing, Retention, Relationship Management, Implementations, and Client Support leadership to improve post-sale client experiences.
Establish governance, service standards, escalation processes, and action plans using service metrics including SLA attainment, response times, escalation volumes, customer satisfaction, and retention outcomes.
Lead voice-of-customer programs and translate client insights into recommendations for product, service, and operational improvements.
Build vertical-specific success playbooks for industries including Retail, Hospitality, Restaurant/QSR, Healthcare, Professional Services, E-commerce, and Financial Institutions & Partners.

Benefits

Fuel Your Life wellness program with activities and rewards to support total well-being
Paid statutory holidays, Recharge & Refuel vacation (years-of-service tiers), and a Paid Sick Time program
No-cost, confidential support through the Employee Assistance Program (EAP) for you and household members
Recognition through Living Proof, with points redeemable for merchandise and gift cards
Eight Employee Resource Groups to build connection and inclusion
RRSP with 100% company match up to 5%, a Non-Registered Savings Plan (NREG), and an Employee Stock Purchase Plan (ESPP)
Comprehensive extended health care and vision benefits, plus dental coverage
Company-paid Basic Life and AD&D, with optional life and AD&D coverage available
Company-paid Short-Term Disability and Long-Term Disability income protection
Emergency medical coverage for out-of-province/out-of-country travel via extended health benefits