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 highvalue 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 performancemanage a team of Client Success Managers

• Set clear expectations, objectives, and success plans aligned to Client Success strategy

• Conduct regular onetoones, deal reviews, and client health deep dives

• Build team capability across onboarding, adoption, risk management, renewals, and expansion motions

• Model bestinclass client engagement while empowering team members to lead

CrossFunctional 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 gotomarket strategies

Execution & Operational Excellence

• Translate Client Success strategy into daytoday 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

• Bachelors 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. Its 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

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