Job Description
As the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, we’d like to ask you: Are you FIS?
About the role:
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 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 blends strategic leadership with hands-on execution ensuring best practices are modeled, client relationships are strengthened and business outcomes are consistently delivered and is accountable for client outcomes, team performance, and execution of client success strategy at a portfolio or segment level.
About the team:
The Client Success Manager is part of the Client Success organization and orchestrates the post-sales experience for clients. 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. CSMs are also responsible for minimizing churn/compression risk and identifying expansion opportunities.
What you will be doing:
Client Ownership
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
Team Leadership
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
Cross‑Functional Collaboration
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
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
Bachelor’s degree or equivalent experience required, MBA or another advanced degree preferred
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
What we offer you:
A career at FIS is more than just a job. It’s the chance to shape the future of fintech. At FIS, we offer you:
A voice in the future of fintech
Always-on learning and development
Collaborative work environment
Opportunities to give back
Competitive salary and benefits
Privacy Statement
FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.
EEOC Statement
FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here
For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. 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.
Sourcing Model
Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.
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