Customer Success Manager (Credit risk domain mandatory)

FICO; Sydney; On-site; AUD 180,000 - 230,000; Full time

Job summary

FICO is seeking a Strategic Customer Success Manager to partner with a portfolio of enterprise customers, acting as a trusted advisor to executives and driving value, growth, and long-term partnerships.

The role combines deep financial services expertise with executive relationship management and enterprise account leadership, focusing on strategic deployments and measurable business outcomes across risk, analytics, and customer lifecycle solutions.

Qualifications

• 10+ years of experience in enterprise customer success, strategic account management, or related roles.
• Experience managing enterprise financial services or banking technology accounts.
• Proven track record of renewals, upselling, and cross-selling with C-suite executives.

Responsibilities

• Build executive relationships with C-levels across major financial institutions.
• Act as a strategic advisor, aligning customer priorities with FICO's technology capabilities.
• Own renewal and growth metrics including Net Revenue Retention, upsell and cross-sell opportunities.
• Develop and execute multi-year account plans aligned with customers' strategic objectives.
• Collaborate with Sales, Professional Services, Product Management, Solution Consulting, and Support teams to ensure exceptional customer experience.

Skills

Executive Relationships

Strategic Account Management

Enterprise Sales

Customer Success

Forecasting

Education

Bachelor's degree in Business/Finance/Economics/Technology

Tools

Salesforce

Job description

At FICO, we're helping the world's leading banks and financial institutions make smarter decisions through advanced analytics, AI, decision management, credit risk, fraud prevention, and customer lifecycle solutions.

As a Strategic Customer Success Manager, you'll partner with a portfolio of FICO's largest enterprise customers, acting as a trusted advisor to executive stakeholders while driving customer value, commercial growth, and long-term strategic partnerships.

This is a highly strategic, commercially focused Customer Success role for someone who combines deep financial services expertise with strong executive relationship management and enterprise account leadership.

What You'll Do

• Build Executive Relationships, Develop trusted relationships with C-level executives, including Chief Risk Officers, Chief Data Officers, Heads of Credit, Heads of Fraud, and senior business leaders across major financial institutions
• Act as a strategic advisor by understanding each customer's business priorities, market challenges, and growth strategy, while positioning FICO as a long-term technology partner
• Drive Customer Success and Business Growt
• Own the commercial success of a portfolio of strategic enterprise accounts by driving

Renewal

Net Revenue Retention (NRR)

Upsell opportunities

Cross-sell opportunities

Develop and execute multi-year account plans aligned with each customer's strategic objectives

• Apply Financial Services Domain Expertise & Leverage your expertise in one or more of the following domains
• Decision Management
• Lending
• Customer Lifecycle Management
• Analytic
• Banking Technology
• Confidently engage with senior banking executives on industry trends, regulatory changes, lending strategies, fraud management, and customer decisioning
• Deliver Strategic Business Outcome & translate FICO's software platform capabilities into measurable business outcomes, including
• Improved credit decisioning
• Reduced credit loss
• Better customer acquisition
• Enhanced fraud prevention
• Increased operational efficiency
• Help customers maximise the value of their investment in FICO solutions
• Partner with Sales, Professional Services, Product Management, Solution Consulting, and Customer Support teams to deliver an exceptional customer experience
• Lead through influence in a highly matrixed global organisation
• Lead executive business reviews and renewal discussions
• Identify expansion opportunities across the FICO portfolio
• Maintain accurate forecasts, account plans, pipeline visibility, and customer health information in Salesforce
• Provide customer feedback and market insights that influence FICO's product strategy, go-to-market initiatives, and future innovation

What We're Looking For

• Experience of 10+ years' experience in Enterprise Customer Success, Strategic Account Management, Client Partner, Enterprise Sales, Management Consulting, or Customer Value Management
• Experience managing enterprise customers within Financial Services or Banking Technology
• Proven success growing strategic enterprise accounts through renewals, upselling, and cross-selling
• Experience engaging C-suite executives within major financial institutions

Domain Expert

Strong experience in one or more of the following

• Credit Risk and lending
• Customer Decisioning
• Analytics Decision Management Platforms
• Banking Software

Qualification

• Bachelor's degree in Business, Finance, Economics, Technology, or related discipline (or equivalent experience)