Senior Manager, Customer Success Strategy & Journey Management

Socket.dev; Mississauga; On-site; CAD 118,000 - 148,000; Full time

Benefits offered by this job

Wellness program

Paid holidays

EAP support

Stock purchase plan

Extended health care

Job summary

Fiserv, a global leader in Fintech and payments, is seeking a Senior Manager, Customer Success Strategy & Journey Management to drive differentiated customer success strategies across the merchant lifecycle for SMB, Mid-Market, and Strategic clients.

You will build journey frameworks, segmentation models, and scalable engagement programs that improve activation, adoption, retention, loyalty, and portfolio growth across key verticals.

Qualifications

• 10+ years of experience in customer success strategy, customer lifecycle design, or customer experience program management.
• 10+ years of experience in segmentation strategy, service model design, and lifecycle engagement frameworks.
• 8+ years of experience in analyzing customer, operational, and service performance data using tools such as SQL, Tableau, Power BI, or Excel.
• 8+ years of experience in cross-functional program leadership across Product, Sales, Operations, Marketing, Support, and Relationship Management teams.
• 6+ years of experience in customer journey mapping, process improvement, and operational governance.
• 6+ years of experience in CRM and customer success platforms such as Salesforce, Gainsight, HubSpot, or similar systems.
• 6+ years of experience in payments, FinTech, SaaS, financial services, or commerce technology environments.
• 6+ years of equivalent combination of educational background, related experience, and/or military experience.

Responsibilities

• Design and manage end-to-end customer journey strategies across onboarding, activation, growth, retention, and renewal.
• Develop customer journey maps by client segment and identify friction points, service gaps, and opportunities to improve merchant experience.
• Create segmentation frameworks based on portfolio value, merchant size, industry vertical, product complexity, risk profile, growth potential, and service requirements.
• Define service tiers and scalable engagement models, including high-touch and digital-touch approaches aligned to lifecycle milestones.
• Partner with Sales, Product, Operations, Marketing, Retention, Relationship Management, Implementations, and Client Support leadership to improve post-sale client experiences.
• Establish governance, service standards, escalation processes, and action plans using service metrics including SLA attainment, response times, escalation volumes, customer satisfaction, and retention outcomes.
• Lead voice-of-customer programs and translate client insights into recommendations for product, service, and operational improvements.
• Build vertical-specific success playbooks for industries including Retail, Hospitality, Restaurant/QSR, Healthcare, Professional Services, E-commerce, and Financial Institutions & Partners.

Job description

Calling all innovators – find your future at Fiserv.

We’re Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day – quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we’re involved. If you want to make an impact on a global scale, come make a difference at Fiserv.

Senior Manager, Customer Success Strategy & Journey Management

At Fiserv, we help clients deliver financial services and commerce experiences that move money and information securely and efficiently. The Senior Manager, Customer Success Strategy & Journey Management designs and executes differentiated customer success strategies across the merchant lifecycle for SMB, Mid-Market, and Strategic clients. This role builds journey frameworks, segmentation models, and scalable engagement programs that improve activation, adoption, retention, loyalty, and portfolio growth across key verticals.

What you’ll do:

• Design and manage end-to-end customer journey strategies across onboarding, activation, growth, retention, and renewal.
• Develop customer journey maps by client segment and identify friction points, service gaps, and opportunities to improve merchant experience.
• Create segmentation frameworks based on portfolio value, merchant size, industry vertical, product complexity, risk profile, growth potential, and service requirements.
• Define service tiers and scalable engagement models, including high-touch and digital-touch approaches aligned to lifecycle milestones.
• Partner with Sales, Product, Operations, Marketing, Retention, Relationship Management, Implementations, and Client Support leadership to improve post-sale client experiences.
• Establish governance, service standards, escalation processes, and action plans using service metrics including SLA attainment, response times, escalation volumes, customer satisfaction, and retention outcomes.
• Lead voice-of-customer programs and translate client insights into recommendations for product, service, and operational improvements.
• Build vertical-specific success playbooks for industries including Retail, Hospitality, Restaurant/QSR, Healthcare, Professional Services, E-commerce, and Financial Institutions & Partners.
• Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.

Experience you’ll need to have:

• 10+ years of experience in customer success strategy, customer lifecycle design, or customer experience program management.
• 10+ years of experience in segmentation strategy, service model design, and lifecycle engagement frameworks.
• 8+ years of experience in analyzing customer, operational, and service performance data using tools such as SQL, Tableau, Power BI, or Excel.
• 8+ years of experience in cross-functional program leadership across Product, Sales, Operations, Marketing, Support, and Relationship Management teams.
• 6+ years of experience in customer journey mapping, process improvement, and operational governance.
• 6+ years of experience in CRM and customer success platforms such as Salesforce, Gainsight, HubSpot, or similar systems.
• 6+ years of experience in payments, FinTech, SaaS, financial services, or commerce technology environments.
• 6+ years of equivalent combination of educational background, related experience, and/or military experience.

Experience that would be great to have:

• Experience building customer success programs for merchant acquiring or payment acceptance solutions.
• Experience supporting vertical-specific engagement models for Retail, Restaurant/QSR, Healthcare, or E-commerce clients.
• Experience with voice-of-customer methodologies, NPS, CSAT, or retention analysis programs.
• Experience presenting strategy recommendations and performance insights to senior leadership.
• Experience aligning digital engagement programs with high-touch service models.

How you’ll work:

• You will work an assigned schedule of 9am-5pm.

Sponsorship:

Applicants must be legally authorized to work in Canada to be considered for this position. The company is not offering visa or work permit support. Only candidates who are Canadian citizens, permanent residents or who hold a valid open work permit will be considered for this role.

Benefits at Fiserv:

• Fuel Your Life wellness program with activities and rewards to support total well-being
• Paid statutory holidays, Recharge & Refuel vacation (years-of-service tiers), and a Paid Sick Time program
• No-cost, confidential support through the Employee Assistance Program (EAP) for you and household members
• Recognition through Living Proof, with points redeemable for merchandise and gift cards
• Eight Employee Resource Groups to build connection and inclusion
• RRSP with 100% company match up to 5%, a Non-Registered Savings Plan (NREG), and an Employee Stock Purchase Plan (ESPP)
• Comprehensive extended health care and vision benefits, plus dental coverage
• Company-paid Basic Life and AD&D, with optional life and AD&D coverage available
• Company-paid Short-Term Disability and Long-Term Disability income protection
• Emergency medical coverage for out-of-province/out-of-country travel via extended health benefits

Salary Range:

$118,400.00-$148,000.00

Our commitment to Diversity and Inclusion:

Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law.

Note to agencies:

Fiserv does not accept resume submissions from agencies outside of existing agreements.Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.