Manager, Client Success; CSM

About the Role

Manager, Client Success is responsible for directly managing a book of strategic or portfolio accounts while leading and developing a team of Client Success Managers. This role blends strategic leadership with hands‑on execution, ensuring best practices are modeled, client relationships are strengthened, and business outcomes are consistently delivered. The Manager is accountable for client outcomes, team performance, and execution of client success strategy at a portfolio or segment level.

• Client Ownership
  • 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.
• Team Leadership
  • 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.
• Cross‑Functional Collaboration
  • 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.
• Execution & Operational Excellence
  • 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.

• 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.

• Voice in the future of fintech
• Always‑on learning and development
• Collaborative work environment
• Opportunities to give back
• Competitive salary and benefits

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.