Fiserv

Senior Manager, Customer Success Strategy & Journey Management

Fiserv$118K — $148K *
Finance & Insurance
8 - 10 years of experience
Job Overview by Ladders

Qualifications

  • 10+ years in business process analysis and operational improvement
  • 10+ years in service delivery optimization and operating model design
  • 8+ years in business requirements development and solution planning
  • 8+ years in cross-functional project delivery utilizing Agile or Waterfall methodologies
  • 8+ years in data analysis and KPI reporting with tools like Excel or Power BI
  • 6+ years in vendor governance and service level management
  • 6+ years in Lean, Six Sigma, or continuous improvement frameworks

Responsibilities

  • Lead business process mapping and root cause analysis for Client Experience workflows
  • Identify opportunities to enhance service delivery and operational efficiency
  • Develop business requirements and operational documentation for initiatives
  • Collaborate with leaders and technology teams on continuous improvement projects
  • Manage cross-functional projects including planning and status reporting
  • Analyze vendor performance and operational metrics for governance
  • Create business cases and KPI-driven recommendations

Benefits

  • Fuel Your Life wellness program supporting total well-being
  • Paid statutory holidays and vacation with years-of-service tiers
  • Confidential support through the Employee Assistance Program (EAP)
  • Recognition program with points redeemable for merchandise
  • Eight Employee Resource Groups for connection and inclusion
  • RRSP with company match, Non-Registered Savings Plan, and Employee Stock Purchase Plan
  • Comprehensive health care, vision, and dental coverage
  • Company-paid disability income protection
  • Emergency medical coverage for out-of-province travel
Full Job Description
Job Title
Senior Manager, Customer Success Strategy & Journey Management

At Fiserv, we help clients deliver financial services and commerce experiences that move money and information securely and efficiently. The Senior Manager, Customer Success Strategy & Journey Management designs and executes differentiated customer success strategies across the merchant lifecycle for SMB, Mid-Market, and Strategic clients. This role builds journey frameworks, segmentation models, and scalable engagement programs that improve activation, adoption, retention, loyalty, and portfolio growth across key verticals.

What you'll do:
  • Design and manage end-to-end customer journey strategies across onboarding, activation, growth, retention, and renewal.
  • Develop customer journey maps by client segment and identify friction points, service gaps, and opportunities to improve merchant experience.
  • Create segmentation frameworks based on portfolio value, merchant size, industry vertical, product complexity, risk profile, growth potential, and service requirements.
  • Define service tiers and scalable engagement models, including high-touch and digital-touch approaches aligned to lifecycle milestones.
  • Partner with Sales, Product, Operations, Marketing, Retention, Relationship Management, Implementations, and Client Support leadership to improve post-sale client experiences.
  • Establish governance, service standards, escalation processes, and action plans using service metrics including SLA attainment, response times, escalation volumes, customer satisfaction, and retention outcomes.
  • Lead voice-of-customer programs and translate client insights into recommendations for product, service, and operational improvements.
  • Build vertical-specific success playbooks for industries including Retail, Hospitality, Restaurant/QSR, Healthcare, Professional Services, E-commerce, and Financial Institutions & Partners.
  • Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.


Experience you'll need to have:
  • 10+ years of experience in customer success strategy, customer lifecycle design, or customer experience program management.
  • 10+ years of experience in segmentation strategy, service model design, and lifecycle engagement frameworks.
  • 8+ years of experience in analyzing customer, operational, and service performance data using tools such as SQL, Tableau, Power BI, or Excel.
  • 8+ years of experience in cross-functional program leadership across Product, Sales, Operations, Marketing, Support, and Relationship Management teams.
  • 6+ years of experience in customer journey mapping, process improvement, and operational governance.
  • 6+ years of experience in CRM and customer success platforms such as Salesforce, Gainsight, HubSpot, or similar systems.
  • 6+ years of experience in payments, FinTech, SaaS, financial services, or commerce technology environments.
  • 6+ years of equivalent combination of educational background, related experience, and/or military experience.


Experience that would be great to have:
  • Experience building customer success programs for merchant acquiring or payment acceptance solutions.
  • Experience supporting vertical-specific engagement models for Retail, Restaurant/QSR, Healthcare, or E-commerce clients.
  • Experience with voice-of-customer methodologies, NPS, CSAT, or retention analysis programs.
  • Experience presenting strategy recommendations and performance insights to senior leadership.
  • Experience aligning digital engagement programs with high-touch service models.


How you'll work:
  • You will work an assigned schedule of 9am-5pm.


Sponsorship:

Applicants must be legally authorized to work in Canada to be considered for this position. The company is not offering visa or work permit support. Only candidates who are Canadian citizens, permanent residents or who hold a valid open work permit will be considered for this role.

Benefits at Fiserv:
  • Fuel Your Life wellness program with activities and rewards to support total well-being
  • Paid statutory holidays, Recharge & Refuel vacation (years-of-service tiers), and a Paid Sick Time program
  • No-cost, confidential support through the Employee Assistance Program (EAP) for you and household members
  • Recognition through Living Proof, with points redeemable for merchandise and gift cards
  • Eight Employee Resource Groups to build connection and inclusion
  • RRSP with 100% company match up to 5%, a Non-Registered Savings Plan (NREG), and an Employee Stock Purchase Plan (ESPP)
  • Comprehensive extended health care and vision benefits, plus dental coverage
  • Company-paid Basic Life and AD&D, with optional life and AD&D coverage available
  • Company-paid Short-Term Disability and Long-Term Disability income protection
  • Emergency medical coverage for out-of-province/out-of-country travel via extended health benefits


Salary Range:
$118,400.00-$148,000.00

Thank you for considering employment with Fiserv. Please:

  • Apply using your legal name
  • Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).

About Fiserv

CashEdge(R) provides infrastructure that global financial institutions rely on to extend their online channels and enhance customer profitability. CashEdge delivers secure Online Money Movement and Advanced Account Aggregation platforms that power specialized retail banking and advisor applications. These proven solutions enable CashEdge's clients to create compelling online offerings that attract customers, generate revenues, and reduce costs. CashEdge serves top-tier financial institutions around the world. Clients and partners include Vanguard, RBC Financial Group, CIBC, Yahoo! Finance, Digital Insight, First Data, TD Canada Trust, NYCE, Laurentian Bank, Financial Fusion and Corillian. CashEdge has offices in New York and Silicon Valley.

Fiserv Careers

Join the Fiserv team today and be part of a dynamic company known for innovation, leadership, and a commitment to the professional growth of its employees. At Fiserv, we offer more than just job opportunities; we provide a platform where skills are honed, leadership is cultivated, and career aspirations are achieved. Work You’ll Do At Fiserv, we are constantly on the lookout for talented individuals eager to thrive in a culture that fosters growth and diversity. Our team is composed of professionals who lead the way in financial services technology. By joining us, you will collaborate with some of the brightest minds in the industry, working together to solve complex challenges and deliver innovative solutions that impact millions of people every day. Explore Our Job Opportunities Whether you're seeking an entry-level position or a more senior role, Fiserv offers a range of career paths in areas such as software development, project management, financial analysis, and client services. Our hiring process is designed to identify and attract individuals who are not only technically proficient but who also embody our values of integrity and responsibility. Internship Programs Kickstart your career with a Fiserv internship. Our internships provide invaluable workplace experience and networking opportunities that often lead to full-time employment. As an intern, you’ll gain hands-on experience while working on meaningful projects that directly contribute to the company’s goals. Benefits and Culture Fiserv is committed to the well-being and continuous development of our employees. We offer competitive benefits including health, dental, and vision insurance, as well as opportunities for professional development through leadership training and diversity programs. Our culture is one of inclusion, where every team member is valued and has the opportunity to contribute to our success. Career Growth and Development We believe in nurturing the potential of our employees through career development initiatives and continuous learning opportunities. At Fiserv, you will find a supportive environment where you can grow your career through on-the-job experiences, mentoring, and formal training. Stay Connected Join Our Team Search open positions that match your skills and interests. We look for passionate, curious, creative, and solution-driven team players. Start your journey with Fiserv today and help shape the future of financial services. Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. Job Alert Emails Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities that await at Fiserv. Explore, innovate, and grow with Fiserv. Let your career journey begin here, where you can make a real difference in the world of finance.
Learn more about Fiserv
Size
44,000 employees
Market Cap
$63.4 billion
Industry
Net Income
$958 million
Founded
1984
5 Year Trend
+24.1%
Revenue
$14.8 billion
NASDAQ

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