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About the Role
Lead Customer Success Management teams supporting a portfolio of strategic, enterprise-level clients across North America. This role focuses on driving client satisfaction, retention, and growth through strong executive relationships and outcome-based delivery, overseeing high-performing teams managing complex, high-value accounts.
Responsibilities
- Lead and develop Customer Success Management teams serving enterprise strategic accounts
- Own client satisfaction, retention, and growth across a portfolio of high-value relationships
- Build and maintain executive-level relationships with key client stakeholders
- Drive consistent, high-quality service delivery and client engagement models
- Champion a customer-centric, outcome-driven culture within the team
- Identify expansion opportunities and partner with sales to drive revenue growth
- Oversee governance, performance metrics, and client health indicators across accounts
- Act as an escalation point for complex client issues
- Collaborate with product and technology teams to influence roadmap based on client needs
- Implement scalable processes, tools, and operating models to improve efficiency and experience
Requirements
- Strong leadership experience managing Customer Success or client-facing teams at enterprise scale
- Proven ability to build and sustain executive-level client relationships
- Demonstrated success improving client satisfaction, retention, and commercial outcomes
- Experience managing complex, high-value accounts in financial services or fintech
- Strong commercial acumen with the ability to identify and drive growth opportunities
- Expertise in performance management, metrics, and operational governance
- Ability to lead in a matrixed, global organisation and influence senior stakeholders
- Bachelor’s degree or equivalent professional experience
- Experience working with strategic or global accounts in banking, payments, or capital markets
- Familiarity with Customer Success platforms, CRM systems, and analytics tools
- Strong background in change management and organisational transformation
- Experience scaling Customer Success functions and operating models
- Advanced degree or professional certifications in business or related disciplines
Skills
- Customer Success Management
- Strategic Account Management
- Executive Relationship Building
- Performance Management
- Operational Governance
- Change Management
- Commercial Acumen
- CRM Systems
- Data Analytics
Location
- North America
Work Type
- Full time
Experience Level
- Experienced
Education Level
- Bachelor’s degree or equivalent professional experience
- Advanced degree or professional certifications in business or related disciplines
Salary/Compensations
- $208,730.00 - $354,840.00
Benefits
- Career development tools, resources and opportunities
- Time to support charities and give back in your community
- Range of benefits designed to help support your lifestyle and wellbeing
- Work environment built on collaboration, flexibility and respect
About the Company
- FIS is a fintech company that advances the way the world pays, banks and invests.
- Committed to building inclusive, diverse teams.
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.