Manager, Client Success (CSM)

Position TypeFull timeType Of HireExperienced (relevant combo of work and education)Education DesiredBachelor's DegreeJob DescriptionAs 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 RoleThe 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 TeamThe 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 DoingClient Ownership Manage a defined portfolio of high‑value or complex clients as the primary Client Success ManagerDrive adoption, measurable value realization, retention, and expansion within owned accountsServe as an escalation point for critical client risks and relationship challengesBuild trusted relationships with senior client stakeholders and act as a strategic advisorDevelop and execute joint success plans with milestones and KPIs aligned to client business outcomesTeam Leadership Lead, coach, mentor, and performance‑manage a team of Client Success ManagersSet clear expectations, objectives, and success plans aligned to Client Success strategyConduct regular one‑to‑ones, deal reviews, and client health deep divesBuild team capability across onboarding, adoption, risk management, renewals, and expansion motionsModel best‑in‑class client engagement while empowering team members to leadCross‑Functional CollaborationPartner closely with Sales on renewals, upsell, and expansion opportunitiesCollaborate with Product, Support, and Professional Services to resolve systemic client issuesAct as a critical link between clients and internal teams, translating client needs into actionable insightsAdvocate for the voice of the customer to inform product and go‑to‑market strategiesExecution & Operational ExcellenceTranslate Client Success strategy into day‑to‑day executionMonitor portfolio health, retention, NPS, and adoption metricsProactively analyze client health and usage data to identify risk and drive corrective action plansEnsure consistent use of CRM tools, playbooks, and engagement standardsOperate effectively in ambiguity; test, learn, and iterate to improve outcomesRequired QualificationsBachelor’s degree or equivalent experience required, MBA or another advanced degree preferred 8-12+ years of experience in customer success, account management or related rolesRelevant previous experience in financial technology services Knowledge of financial technology industry and products, including market trends, challenges, and opportunitiesProven experience managing enterprise or strategic client relationshipsPrior people-management experience or strong player/ coach readinessStrong commercial acumenData-driven mindset with experience using CRM and client health metricsExcellent stakeholder management and executive-level communication skillsWhat We Offer YouA 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 fintechAlways-on learning and developmentCollaborative work environmentOpportunities to give backCompetitive salary and benefitsPrivacy StatementFIS 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 StatementFIS 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 hereFor 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 ModelRecruitment 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.#pridepass