Sr Director, Client Success - Strategic Accounts (North America)

FIS • New York, NY

20h • $208,730 - $354,840 • Remote

About The Position

This role focuses on driving client satisfaction, retention, and growth through strong executive relationships and outcome-based delivery. You will oversee a high-performing team managing complex, high-value accounts, ensuring alignment between client objectives and FIS solutions. Success is measured by client outcomes, expansion opportunities, and operational excellence at scale.

Requirements

• Strong leadership experience managing Customer Success or client-facing teams at enterprise scale
• Proven ability to build and sustain executive-level client relationships
• Demonstrated success improving client satisfaction, retention, and commercial outcomes
• Experience managing complex, high-value accounts in financial services or fintech
• Strong commercial acumen with the ability to identify and drive growth opportunities
• Expertise in performance management, metrics, and operational governance
• Ability to lead in a matrixed, global organisation and influence senior stakeholders
• Bachelor’s degree or equivalent professional experience

Nice To Haves

• Experience working with strategic or global accounts in banking, payments, or capital markets
• Familiarity with Customer Success platforms, CRM systems, and analytics tools
• Strong background in change management and organisational transformation
• Experience scaling Customer Success functions and operating models
• Advanced degree or professional certifications in business or related disciplines

Responsibilities

• Lead and develop Customer Success Management teams serving enterprise strategic accounts
• Own client satisfaction, retention, and growth across a portfolio of high-value relationships
• Build and maintain executive-level relationships with key client stakeholders
• Drive consistent, high-quality service delivery and client engagement models
• Champion a customer-centric, outcome-driven culture within the team
• Identify expansion opportunities and partner with sales to drive revenue growth
• Oversee governance, performance metrics, and client health indicators across accounts
• Act as an escalation point for complex client issues, ensuring timely resolution
• Collaborate with product and technology teams to influence roadmap based on client needs
• Implement scalable processes, tools, and operating models to improve efficiency and experience

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
• Time to support charities and give back in your community
• 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