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Position Type : Full time
Type Of Hire : Experienced (relevant combo of work and education)
Education Desired : Bachelor's Degree
Job Description About the role: The Client Success Manager (CSM) is responsible for driving client satisfaction, solution adoption, and overall success for a specific solution. By serving as a strategic partner, the CSM ensures clients realize the full value of their investment, fostering long-term relationships and aligning solution outcomes with business goals. The Client Success Manager (CSM) will bethededicatedcontact for a strategic FIS client in dealing withFISon a day-to-day basiswith overall responsibility for coordinating the delivery of services, maintaining regularly touch-points with the client's Relationship Management Organization (RMO) lead, and will serve as an escalation point of contact forservice delivery issues following thedisputeresolutionprocedures underthe clientagreement.This role will be responsible for facilitating decisions, align stakeholders across all of FIS on behalf of the client needs and requirementsboth for the ordinary day-to-day activities and alignment to the strategic continued development of the relationship. More details about the role:
This will be a senior level role in the Client Success organization that facilitates executive-level communications, partnering and facing-off with senior client counterparts. In addition to relationshipmanagement responsibilitiesfor the overall relationship, this role will have responsibilities for connecting deliveryacross Operations,Technology,Product roadmap,andFISvendorsand/orsubsidiariesprovidingservicesunder the client agreement,byunderstandingtheconnectionbetweenbusiness processes,technology/data jobs,operationalprocedures,and products/services provided, and partners directly with the FIS Technical Account Manager (TAM). This role will require to quickly gain intimateknowledge of theclient operating model, client procedures,and dynamics of the client andparticipatebase.Deep retirement knowledge of the 401krecordkeepingindustry is also highly desired.
This role will require the following:
Abilityto navigate across the internal FIS matrix ofverticalstoeffectively tie together the end-to-endfocusing on impacts to processing, clients, financial transactions,compliance,and regulatoryoperating ata senior levelempoweredto drive change and impactin linewith theengagement. Detailedknowledge of client partnership,contractualagreement,and ability to ensure aligned execution of services is critical. Accountabilitytosharedsuccess metrics - plan retention, participant growth,sponsor,and participantsatisfaction, client satisfaction,and ensuringallSLAs &CPIsaremetand/orexceeded. Organization and facilitation ofallExecutiveCommittee meetings including, but not limited to, Risk, Operations & Compliance (ROC), Product & Platforms, and Migrations. Acts asCo-Chair with theclient RMO Lead of the Steering Committee, recurring executive connection meetings with client partners,delivery andisaccountable at FIS foraction itemsand managing closure from these sessions.
About the team:
The Client Success Manager is part of the Client Success organization and orchestrates the post-sales experience for clients. Their priority is touse their product expertise to help clients achieve business goals, deliver measurable ROI through product adoption, and realize value from products.CSMs are also responsiblefor minimizing churn/compression risk and identifying expansion opportunities.This CSM is responsible for managing FIS' largest Capital Markets client across their product portfolios. What you will be doing: Act as a subject matter expertin business-specific domains, leading strategic conversations with senior stakeholders to identify partnership, growth, and expansion opportunities. Collaborate cross-functionallywith product, sales, and support teams to deliver tailored solutions that drive adoption, satisfaction, and measurable impact. 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 planwith 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 recommendationsfrom customer insights to sellers Act as a liaison between product management and clients; partner with sales & professional services teams Participate in the renewal processand articulate the renewal value story to clients
What you will need:
7-10 years ofexperience in Client Success, Client Service/Support, Account Management, or similar roles In-depth knowledge of the Wealth and Retirement industry, including 401krecordkeeping. Bachelor's degree; relevantprevious 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 skillsand confidence in all levels of customer engagement/situations Strong leadership and ability to collaborate with cross-functional teamsincl. Sales, Renewals, technical roles
Privacy Statement FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice. EEOC Statement 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 For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis. Sourcing Model Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company. #pridepass
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FIS
Feb 27, 2026