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About the Role

The Manager, Client Success 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.

Responsibilities

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
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
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
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

Requirements

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
If you are made a conditional offer of employment, you will be required to undergo a drug test.

Skills

Client Success
Account Management
Financial Technology Services
Financial Technology Industry
Product Adoption
Risk Management
Renewals
Expansion
Stakeholder Management
Executive-Level Communication
CRM
Client Health Metrics

Work Type

Full-time

Experience Level

8-12+ years

Education Level

Bachelor's degree or equivalent
MBA or advanced degree preferred

Salary/Compensations

$56,310.00 - $95,740.00

Benefits

A career at FIS is more than just a job. It’s the chance to shape the future of fintech.
A voice in the future of fintech
Always-on learning and development
Collaborative work environment
Opportunities to give back
Competitive salary and benefits

About the Company

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?

Equal Opportunity

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics.
The EEO is the Law poster is available here supplement document available here