FIS

Manager, Client Success (CSM)

FIS • $90K — $130K *
New York, NY 10025In-Person
Finance & Insurance
8 - 10 years of experience
1 month ago
Job Overview by Ladders

Qualifications

  • Bachelor's degree or equivalent experience required; MBA preferred
  • 8-12+ years in customer success or account management
  • Experience in financial technology services
  • Knowledge of financial technology industry and products
  • Proven enterprise or strategic client relationship management
  • Prior people-management experience or readiness as a player/coach
  • Strong commercial acumen

Responsibilities

  • Manage a portfolio of high-value or complex clients
  • Drive client adoption, value realization, and retention
  • Serve as an escalation point for client risks or challenges
  • Build relationships with senior stakeholders as a strategic advisor
  • Develop and execute joint success plans with KPIs
  • Lead, coach, and performance-manage Client Success Managers
  • Collaborate across teams to resolve client issues

Benefits

  • A voice in shaping the future of fintech
  • Always-on learning and development
  • Collaborative work environment
  • Opportunities to give back
Full Job Description
Job Description

About the role:

The Manager, Client Success is responsible for directly managing a book of strategic or portfolio accounts while 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 Manager, Client Success 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 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


Sourcing Model

Recruitment 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

About FIS

Fidelity National Information Solutions is the nation’s most comprehensive source for real estate-related data, technology solutions.

FIS Careers

Join the vibrant team at FIS, a global leader in financial services technology. With a workforce of over 55,000 worldwide, FIS fosters a culture of innovation and leadership, offering unmatched opportunities for growth and professional development. Work You’ll Do At FIS, we empower the financial world with cutting-edge technology solutions, and we need your unique skills to help us redefine the future of finance. Whether you're looking for a position in software development, project management, or client services, FIS offers a dynamic range of job opportunities. Transform the Industry Be part of a team that is at the forefront of driving innovation in banking, payments, capital markets, and wealth management. FIS is where finance meets technology. By joining us, you will not only transform businesses but shape the way the world uses money. Innovative Work Environment FIS is committed to fostering a workplace where diverse perspectives and experiences are welcomed and respected. With diversity training and leadership programs, employees are encouraged to thrive both personally and professionally. Our commitment to diversity and inclusion is integral to our mission to empower the world with better financial technology. Career Growth and Development FIS believes in nurturing talent and leadership from within. With a plethora of training programs, workshops, and seminars, FIS is dedicated to your career advancement. From internships to leadership roles, your journey at FIS is filled with endless possibilities. Our robust networking events and professional development sessions ensure you have the tools to succeed in your career. Benefits and Culture Choosing a career at FIS means joining a family that values work-life balance and offers substantial benefits. Enjoy health, vision, and dental insurance, competitive retirement plans, and generous paid time off. Our culture promotes not just professional growth but personal well-being. Join Our Team Explore the numerous job opportunities at FIS where your skills can lead to meaningful outcomes. We are continuously hiring curious, creative, and motivated individuals who are ready to drive change in the fintech industry. Stay Connected Keep up to date with the latest in career opportunities and company news by joining our FIS Careers Network. Tailor your job search with personalized alerts and get insider tips that can help you craft the perfect resume and ace your interviews. Discover how your career can flourish by joining a team that’s dedicated to redefining the financial services landscape. Search FIS jobs today and see where your ambition can take you! [SEARCH FIS JOBS] Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. [READ CAREERS BLOG] Job Alert Emails Customize your subscription to receive job alerts, the latest news, and insider tips tailored to your preferences. Explore the exciting and rewarding opportunities that await at FIS.
Learn more about FIS
Size
65,000 employees
Market Cap
$39.7 billion
Industry
Finance & Insurance
Net Income
$158 million
Founded
1968
5 Year Trend
+9.5%
Revenue
$12.5 billion
NASDAQ
FIS
* Ladders Estimates

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