The Opportunity

Reporting directly to the Regional Senior Director of Customer Success, the Customer Success Manager (CSM) plays a pivotal role in supporting the customer lifecycle and developing outstanding customer relationships through the highest levels of ongoing support. Individuals in the CSM role have a passion for technology that delivers business outcomes and understand how to retain and grow clients through a focus on their success.

In this role you will act as the primary point of contact for your customer and leverage the FICO platform to help drive expansion and retention of a customer portfolio. As a CSM you will be responsible for success, education, enablement, upsell/cross-sell, renewal, prevention of churn, and everything in between for your customer.

You'll develop a deep understanding of our customer's business and their objectives. Working in close collaboration with our Account Management teams, you'll identify and articulate how our solutions support the achievement of the customers' strategic business goals. Our CSMs understand the 'health' of our customer relationships, ensuring they grow into and remain FICO advocates.

This particular role is a high-visibility position supporting one of Canada's major financial institutions, making deep knowledge of the Canadian banking landscape and enterprise financial services operations a key asset.

What You'll Contribute

• Customer Lifecycle & Relationship Management: Drive adoption of FICO solutions, ensuring continuous value delivery, renewals, and new business opportunities. Serve as the primary contact across your customers' full lifecycle, fostering long-term client partnerships built on trust and measurable outcomes. Proactively identify and mitigate churn risks while maintaining close alignment with customer objectives and strategic priorities. Develop and maintain broad engagement across customer business areas, collaborating with internal FICO teams to deliver a cohesive, best-in-class experience.
• Revenue Growth & Commercial Execution: Work with Key Account Managers to develop and execute account plans, ensuring stable revenue forecasts and healthy pipeline coverage. Identify upsell and cross-sell opportunities, and leverage strong client relationships to generate testimonials, referrals, and case study participation. Support marketing efforts and identify paths to deepen customer penetration across business units. Ensure accurate deal management within Salesforce and oversee internal approvals for key deals.
• Onboarding & Implementation Support: Oversee seamless customer onboarding, ensuring high satisfaction and smooth go-lives. Lead the transition from sales to professional services, ensuring effective knowledge transfer and continuity of relationship. Manage training
• sessions, project kickoffs, and client engagement activities to drive implementation success. Monitor escalations, project timelines, and budget adjustments in close collaboration with professional services teams. Ensure operational readiness and facilitate go-live processes, including security and support planning.
• Renewals & Contract Management: Support customer renewals by prioritizing engagement based on risk, growth potential, and strategic value. Coordinate RFP responses, security questionnaires, and contract negotiations. Assist in renewal contract discussions and proactively identify additional service opportunities that extend client value.

What We're Seeking

• Bachelor's degree or equivalent commercial experience.
• Demonstrated experience managing clients with complex use cases and multiple stakeholders, with full responsibility across renewal, upsell, and expansion into new business units.
• Background in SaaS, software, or platform-based tools, with strong client management skills in the software industry.
• Deep familiarity with Canadian financial services, ideally with experience supporting one or more of Canada's major banks.
• Ability to understand customer objectives and guide clients toward measurable success outcomes.
• Skilled in value-based solution presentation, working alongside Sales and Pre-Sales teams to build compelling business cases.
• High levels of organization and attention to detail - you take ownership of customer situations and see everything through to resolution.
• Recognized as a trusted advisor, with exceptional consultative skills: the ability to communicate clearly, actively listen, inspire confidence, and overcome objections with senior and executive stakeholders.
• A creative problem-solver who adapts readily to dynamic, fast-moving environments.
• A collaborative team player who also takes initiative and drives outcomes independently when needed.

Our Offer to You

• An inclusive culture strongly reflecting our core values: Act Like an Owner, Delight Our Customers and Earn the Respect of Others.
• The opportunity to make an impact and develop professionally by leveraging your unique strengths and participating in valuable learning experiences.
• Highly competitive compensation, benefits and rewards programs that encourage you to bring your best every day and be recognized for doing so.
• An engaging, people-first work environment offering work/life balance, employee resource groups, and social events to promote interaction and camaraderie.

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