FICO

Customer Success - Associate Partner

Work from Home, Ontario, Canada · Director

Sponsorship not specifiedDetected 30 days ago

Machine LearningSalesforceAccount ManagementOnboardingContract ManagementCustomer SuccessResearchCollaboration

About the role

As a CSM you will be responsible for success, education, enablement, upsell/cross-sell, renewal, prevention of churn, and everything in between for your customer.
Our CSMs understand the 'health' of our customer relationships, ensuring they grow into and remain FICO advocates.
This particular role is a high-visibility position supporting one of Canada's major financial institutions, making deep knowledge of the Canadian banking landscape and enterprise financial services operations a key asset.

Drive adoption of FICO solutions, ensuring continuous value delivery, renewals, and new business opportunities.
Develop and maintain broad engagement across customer business areas, collaborating with internal FICO teams to deliver a cohesive, best-in-class experience.
Support marketing efforts and identify paths to deepen customer penetration across business units.
sessions, project kickoffs, and client engagement activities to drive implementation success.
Ensure operational readiness and facilitate go-live processes, including security and support planning.
In this role you will act as the primary point of contact for your customer and leverage the FICO platform to help drive expansion and retention of a customer portfolio.
You'll develop a deep understanding of our customer's business and their objectives.
Customer Lifecycle & Relationship Management: Drive adoption of FICO solutions, ensuring continuous value delivery, renewals, and new business opportunities.
Individuals in the CSM role have a passion for technology that delivers business outcomes and understand how to retain and grow clients through a focus on their success.
Working in close collaboration with our Account Management teams, you'll identify and articulate how our solutions support the achievement of the customers' strategic business goals.

Recognized as a trusted advisor, with exceptional consultative skills: the ability to communicate clearly, actively listen, inspire confidence, and overcome objections with senior and executive stakeholders.

Bachelor's degree or equivalent commercial experience.
Demonstrated experience managing clients with complex use cases and multiple stakeholders, with full responsibility across renewal, upsell, and expansion into new business units.
Background in SaaS, software, or platform-based tools, with strong client management skills in the software industry.
Deep familiarity with Canadian financial services, ideally with experience supporting one or more of Canada's major banks.
Ability to understand customer objectives and guide clients toward measurable success outcomes.
High levels of organization and attention to detail - you take ownership of customer situations and see everything through to resolution.

A creative problem-solver who adapts readily to dynamic, fast-moving environments.
the ability to communicate clearly, actively listen, inspire confidence, and overcome objections with senior and executive stakeholders.
Our Offer to You
Why Make a Move to FICO?
FICO makes a real difference in the way businesses operate worldwide:
Credit Scoring - FICO® Scores are used by 90 of the top 100 US lenders.
Fraud Detection and Security - 4 billion payment cards globally are protected by FICO fraud systems.

Highly competitive compensation, benefits and rewards programs that encourage you to bring your best every day and be recognized for doing so.

Work with Key Account Managers to develop and execute account plans, ensuring stable revenue forecasts and healthy pipeline coverage.

The opportunity to make an impact and develop professionally by leveraging your unique strengths and participating in valuable learning experiences.
Highly competitive compensation, benefits and rewards programs that encourage you to bring your best every day and be recognized for doing so.
An engaging, people-first work environment offering work/life balance, employee resource groups, and social events to promote interaction and camaraderie.
Serve as the primary contact across your customers' full lifecycle, fostering long-term client partnerships built on trust and measurable outcomes.
An inclusive culture strongly reflecting our core values: Act Like an Owner, Delight Our Customers and Earn the Respect of Others.

candidates without regard to race, color, ancestry, religion, sex, national origin, pregnancy, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status

This listing is sourced directly from FICO's careers page and normalized into a canonical job model.