CSM, Strategic Accounts

Director Of Client Success/Primary Client Success Manager

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 Director of Client Success/Primary Client Success Manager serves as the primary client-facing lead for FIS most strategic accounts. Acting as a strategic partner to clients and a bridge between internal teams and external stakeholders, this role is responsible for advocating for the client internally and representing a unified FIS externally. The DCS/PCSM drives client satisfaction, solution adoption, and overall value realization. By serving as a strategic partner, the DCS/PCSM ensures clients realize the full value of their investment, fosters long-term relationships, and aligns FIS solutions with business goals all while supporting the broader mission of client advocacy and partnership.

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 market and product expertise to help clients achieve business goals, deliver measurable ROI through product adoption, and realize value from our products. CSMs are also responsible for minimizing churn/compression risk and identifying expansion opportunities.

What You Will Be Doing

• Client Point of Contact: Acts as the primary liaison for high-value clients, ensuring seamless communication, resolution of concerns for their product area, and strategic alignment between FIS and the client
• Strategic Planning: Owns and develops detailed, tailored plans for client success, retention, and expansion opportunities to ensure Client Success Plans are accurate and up to date
• Value Realization: Ensures FIS is delivering the stated business objectives and client is achieving desired ROI
• Team Coordination: Ensures alignment across internal teams by facilitating collaboration and maintaining a united front during client engagements
• Client Engagements: Leads weekly client check-ins, monthly performance reviews, and partners on strategic discussions including but not limited to product adoption, expansion opportunities, and other commercial endeavors
• Commercial Partnership: Collaborates with sales teams to strengthen renewal strategies and identify expansion opportunities
• Contractual Visibility: Understands contractual obligations with regard to resources, roles and responsibilities
• Account Performance: is an expert on that client's impact to FIS financial performance which includes but is not limited to revenue visibility, sales performance, renewal transactions, credits and SLAs
• Client Advocacy: Represent the client's voice internally, ensuring their needs and concerns are addressed as well as managing various escalations
• Client Health Monitoring: Understands overall client health to proactively identify risks and opportunities.
• Reporting & Documentation: Maintain accurate and timely documentation in various systems to support reporting and leadership visibility

What You Will Need

• 5-7 years of experience in Client Success, Client Service/Support, Account Management, or similar roles
• Bachelor's degree; 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

FIS is committed to providing its employees with an exciting career opportunity and competitive compensation. The pay range for this full-time position is $148,310-$249,160 and reflects the minimum and maximum target for new hire salaries for this position based on the posted role, level, and location. Within the range, actual individual starting pay is determined by additional factors, including job-related skills, experience, and relevant education or training. Any changes in work location will also impact actual individual starting pay. Please consult with your recruiter about the specific salary range for your preferred location during the hiring process.