Team Lead, Client Success Manager

Client Success Manager (CSM) Team Lead

As 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 Role:

The Client Success Manager (CSM) Team Lead is responsible for leading a team of CSMs while directly managing a portfolio of clients driving client satisfaction, solution adoption, value realization, and expansion of FIS software solutions across both hosted and SaaS environments. The Team Lead operates as both a strategic advisor and a hands-on leader, accountable for client outcomes, team performance, and the execution of a scalable, software-driven client success model.

This role will be aligned to the FIS Commercial Lending Suite and Asset Financing solutions. Our commercial lending technology supports both the customer's interactions and the full process behind the scenes.

About the Team:

This role is part of the Client Success organization and orchestrates the post-sales experience for clients. This role combines people leadership with deep product and platform expertise to ensure clients maximize the value of FIS software.

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:

• Act as a subject matter expert in FIS software, including hosted and SaaS delivery models, leading strategic conversations with senior stakeholders to identify partnership, growth, and expansion opportunities.
• Collaborate cross-functionally with product, sales, and support teams to deliver tailored solutions that drive adoption, satisfaction, and measurable impact.
• Build strong relationships with clients, proactively engage across the lifecycle, and enable value realization
• Develop a deep understanding of clients' business objectives and collaborate with clients to build a joint success plan with milestones and measurable KPIs to achieve desired outcomes through product adoption
• Proactively analyze client health and product usage data, and take necessary actions to mitigate risk, improve product adoption, deliver business value outcomes, and reduce churn
• Act as a strategic advisor, bringing forward expansion opportunities and insights to sellers, and influencing product roadmaps based on client feedback
• Capture, communicate, and bring forward expansion recommendations from customer insights to sellers
• Act as a liaison between product management and clients; partner with sales & professional services teams
• Participate in the renewal process and articulate the renewal value story to clients

What You Will Need:

• 8 + years of experience in Client Success, Client Service/Support, Account Management, or similar roles
• Prior people-management experience or strong player/coach readiness
• Have an understanding of the entire commercial loan process, and the individual needs of small- to medium-sized business customers, financial institutions and specialty lenders. In addition to a basic understanding of operations related to Asset Financing between lessors and lessees.
• Bachelor's degree or equivalent experience required, MBA or another advanced degree preferred
• Relevant previous experience in financial technology services
• Ability to clearly articulate business value (written/verbal) to various stakeholders within clients' organizations
• Knowledge of financial technology industry and products, including market trends, challenges, and opportunities
• Strong analytical skills, including experience with Tableau or similar software, and turning data into insights
• Strong communication/presentation skills and confidence in all levels of customer engagement/situations
• Strong leadership and ability to collaborate with cross-functional teams incl. Sales, Renewals, technical roles

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