Customer Success Manager

FICO; Sydney; On-site; AUD 170,000 - 210,000; Full time

Job summary

FICO is seeking a Strategic Customer Success Manager in Sydney/Melbourne. You will act as a trusted executive partner to senior stakeholders, owning the full commercial health of a portfolio of high-value accounts, driving retention, expansion and strategic alignment with FICO’s platform capabilities.

You’ll lead multi-year account strategies, translate credit risk domain knowledge into business value, and collaborate with cross-functional teams to deliver measurable outcomes and strong customer

Job description

As a Strategic Customer Success Manager at FICO, you'll be a trusted executive partner to some of our most important customers, driving transformational outcomes and sustainable growth across a portfolio of high-value accounts. This is a senior, commercially-oriented role for someone who operates naturally at the C-suite level — someone who can connect FICO's platform capabilities to a customer's most pressing strategic priorities, and turn those connections into long-term, expanding partnerships. You will own the full commercial health of your accounts, serving as the primary driver of retention, expansion, and executive alignment.

This position requires residence in Sydney or Melbourne.

What You'll Do

Own the Executive Relationship: Build and sustain deep, trust-based relationships with C-level and senior executive stakeholders across your accounts. You'll be a credible strategic advisor who understands your customers' business models, competitive pressures, and board-level priorities — and can position FICO's solutions accordingly.

Lead Account Strategy & Growth: Develop and execute multi-year account strategies that identify and capture expansion opportunities across FICO's platform. You'll drive net revenue retention by proactively surfacing upsell and cross-sell opportunities aligned to each customer's strategic roadmap.

Bring Deep Credit Risk Domain Expertise: You'll show up to every customer conversation as a genuine subject matter expert in credit risk, customer lifecycle management, fraud, or decisioning — not just as a relationship manager. You'll be able to engage credibly with a Chief Risk Officer or Head of Collections on the nuances of their strategy, challenge their thinking where appropriate, and connect FICO's capabilities to the outcomes that matter most to their business. Your domain knowledge will be a key differentiator in building executive trust and creating expansion opportunities that a generalist CSM would miss.

Connect Platform Capability to Business Outcomes: Leverage your understanding of credit risk and financial services to translate FICO's platform capabilities into tangible business impact — whether that's reducing credit losses, improving acquisition decisioning, optimising collections strategies, or strengthening fraud defences. You won't rely on solution consultants to bridge this gap; you'll be able to hold that conversation yourself.

Drive Transformational Value: Partner with customers to define and deliver against ambitious, measurable outcomes — moving beyond adoption metrics to demonstrate how FICO is materially impacting their business performance, risk posture, and competitive position.

Orchestrate the Broader Team: Act as the quarterback of a cross-functional team including solution consulting, product, professional services, and sales to ensure a seamless and high-caliber customer experience. You'll lead without direct authority, aligning internal resources around each account's strategic priorities.

Navigate Complex Stakeholder Environments: Map and engage the full stakeholder landscape within your accounts — from technical teams to the C-suite — building broad organizational support for the FICO partnership and mitigating concentration risk in any single relationship.

Shape the Commercial Agenda: Lead renewals conversations. You'll bring a clear understanding of FICO's revenue goals and margin considerations and will treat each account as a business in its own right.

Translate Customer Insight into Internal Influence: Serve as the strategic voice of your customers internally, synthesizing feedback and market intelligence — including domain-specific insight on evolving credit risk trends, regulatory shifts, and competitive dynamics in financial services — to influence FICO's product roadmap, go-to-market strategy, and executive priorities.

Forecast & Report with Precision: Maintain accurate, insight-driven forecasting and account reporting in Salesforce, providing leadership with a clear view of account health, commercial risk, and pipeline opportunity.

What You'll Bring

• 10+ years of experience in a senior customer-facing role — such as strategic account management, enterprise customer success, or management consulting — with a strong preference for experience in financial services SaaS or technology.
• Deep domain expertise in financial services, with direct experience in one or more of: credit risk management, customer lifecycle management, fraud prevention, or decisioning and analytics platforms.
• A demonstrated track record of engaging and influencing C-level executives, translating complex platform capabilities into business-level value narratives.
• Proven commercial acumen — a history of owning and growing revenue targets, managing renewals, and driving expansion within a portfolio of enterprise accounts.
• The ability to build and execute sophisticated, multi-stakeholder account plans that align customer goals with FICO's strategic growth objectives.
• Strong executive presence and communication skills, with the ability to command the room in an exec presentation as comfortably as in a working session with a technical team.
• A strategic, analytical mindset — you use data to tell a story, identify risk, and prioritise where to invest time and resources across your portfolio.
• Experience operating in a matrixed organisation, leading cross-functional teams and aligning internal stakeholders without formal authority.
• A Bachelor's degree in Business, Finance, or a related field, or equivalent professional experience.
• Full professional fluency in English.

What We Offer

• A high-performance culture that champions recognition, rewards, and meaningful career development.
• An inclusive environment grounded in our core values: Act Like an Owner, Delight Our Customers, and Earn the Respect of Others.
• Competitive base salary with significant bonus potential tied directly to company and individual performance.