Job Description
Client Success Manager
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 (CSM) is responsible for driving client satisfaction, solution adoption, and overall success for a specific solution. By serving as a strategic partner, the CSM ensures clients realize the full value of their investment, fostering long-term relationships and aligning solution outcomes with business goals.
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:
- Act as a subject matter expert in business-specific domains, leading strategic conversations with senior stakeholders to identify partnership, growth, and expansion opportunities.
- Collaborate cross-functionally with product, sales, and support teams to deliver tailored solutions that drive adoption, satisfaction, and measurable impact.
- Build strong relationships with clients, proactively engage across the lifecycle, and enable value realization.
- Develop a deep understanding of clients' business objectives and collaborate with clients to build a joint success plan with milestones and measurable KPIs to achieve desired outcomes through product adoption.
- Proactively analyze client health and product usage data, and take necessary actions to mitigate risk, improve product adoption, deliver business value outcomes, and reduce churn.
- Act as a strategic advisor, bringing forward expansion opportunities and insights to sellers, and influencing product roadmaps based on client feedback.
- Capture, communicate, and bring forward expansion recommendations from customer insights to sellers.
- Act as a liaison between product management and clients; partner with sales & professional services teams.
- Participate in the renewal process and articulate the renewal value story to clients.
What You Will Need:
- 5-7 years of experience in Client Success, Client Service/Support, Account Management, or similar roles
- Familiarity with card issuing (debit/credit processing, card fraud) a plus
- Bachelor's degree; relevant previous experience in financial technology services
- Ability to clearly articulate business value (written/verbal) to various stakeholders within clients' organizations
- Knowledge of financial technology industry and products, including market trends, challenges, and opportunities
- Strong analytical skills, including experience with Tableau or similar software, and turning data into insights
- Strong communication/presentation skills and confidence in all levels of customer engagement/situations
- Strong leadership and ability to collaborate with cross-functional teams incl. Sales, Renewals, technical roles
What 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
Numbers & Facts
| Location | Milwaukee |
| Industry | Banking |
| Company Size | 10,000 employees or more |
| Year Founded | 1946 |
| Website | https://jobs.fidelity.com/ |
About Company
We help over ~40 million people feel more confident in their most important financial goals, manage employee benefit programs for nearly 23,000 businesses, and support more than 3,600 advisory firms* with innovative investment and technology solutions to grow their businesses.
Our diverse businesses and independence give us insight into the entire market and the stability needed to think and act for the long term as we deliver value to you.