Account Manager Lead, Client Success

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 operational excellence lead for FIS’s 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 Director of Client Success/Primary 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. The DCS/PCSM is 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 .
• Team Coordination: Ensures alignment across internal teams by facilitating collaboration and maintaining a united front during client engagements .
• 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

• 7-10 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 change 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

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