Account Manager Lead, Client Success
Job DescriptionAs 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 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.About the team:The Manager, Client Success is part of the Client Success organization and orchestrates the post-sales experience for clients. Their priority is to use their product expertise to help clients achieve business goals, deliver measurable ROI through product adoption, and realize value from products. CSMs are also responsible for minimizing churn/compression risk and identifying expansion opportunities.What you will be doing:Client Ownership Manage a defined portfolio of high‑value or complex clients as the primary Client Success ManagerDrive adoption, measurable value realization, retention, and expansion within owned accountsServe as an escalation point for critical client risks and relationship challengesBuild trusted relationships with senior client stakeholders and act as a strategic advisorDevelop and execute joint success plans with milestones and KPIs aligned to client business outcomesTeam Leadership Lead, coach, mentor, and performance‑manage a team of Client Success ManagersSet clear expectations, objectives, and success plans aligned to Client Success strategyConduct regular one‑to‑ones, deal reviews, and client health deep divesBuild team capability across onboarding, adoption, risk management, renewals, and expansion motionsModel best‑in‑class client engagement while empowering team members to leadCross‑Functional CollaborationPartner closely with Sales on renewals, upsell, and expansion opportunitiesCollaborate with Product, Support, and Professional Services to resolve systemic client issuesAct as a critical link between clients and internal teams, translating client needs into actionable insightsAdvocate for the voice of the customer to inform product and go‑to‑market strategiesExecution & Operational ExcellenceTranslate Client Success strategy into day‑to‑day executionMonitor portfolio health, retention, NPS, and adoption metricsProactively analyze client health and usage data to identify risk and drive corrective a...