Fis
Manager, Client Success (CSM)
US FL JAX 347
Sponsorship not specifiedDetected 8 days ago
Stakeholder ManagementCRMSalesAccount ManagementCustomer SuccessLeadershipCommunicationCollaboration
About the role
- This role is responsible for driving client value, retention and growth by leading a team of client success managers while also directly managing a portfolio of key accounts.
- The Manager, Client Success is part of the Client Success organization and orchestrates the post-sales experience for clients.
- CSMs are also responsible for minimizing churn/compression risk and identifying expansion opportunities.
Responsibilities
- Their priority is to use their product expertise to help clients achieve business goals, deliver measurable ROI through product adoption, and realize value from products.
- 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
- 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
- Build team capability across onboarding, adoption, risk management, renewals, and expansion motions
- Collaborate with Product, Support, and Professional Services to resolve systemic client issues
- Model best‑in‑class client engagement while empowering team members to lead
- Partner closely with Sales on renewals, upsell, and expansion opportunities
Requirements
- 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
- If you are made a conditional offer of employment, you will be required to undergo a drug test.
Nice to have
- However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation.
- All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.
- Recruitment at FIS works primarily on a direct sourcing model
- a relatively small portion of our hiring is through recruitment agencies.
- Bachelor's degree or equivalent experience required, MBA or another advanced degree preferred
Compensation
- Competitive salary and benefits
Benefits
- Conduct regular one‑to‑ones, deal reviews, and client health deep dives
Company info
- What you will be doing:
- Client Ownership
- Serve as an escalation point for critical client risks and relationship challenges
- Team Leadership
- Set clear expectations, objectives, and success plans aligned to Client Success strategy
- Cross‑Functional Collaboration
- 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
- Execution & Operational Excellence
- 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
- Required Qualifications
This listing is sourced directly from Fis's careers page and normalized into a canonical job model.