Manager, Client Success (CSM)

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. 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.

Responsibilities

• 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
• 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 D

Benefits

Additional Information

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?

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