Account Manager Lead, Client Success

FIS; Milwaukee (WI); On-site; USD 140,000 - 200,000; Full time

Benefits offered by this job

Competitive salary and benefits

Always-on learning and development

Collaborative work environment

Opportunities to give back

Voice in fintech

Job summary

FIS is seeking a Director of Client Success / Primary Client Success Manager in Milwaukee to lead client-facing operational excellence for our strategic accounts. You will advocate for clients, align internal teams, foster long-term partnerships, and drive solution adoption to maximize ROI.

You will partner with Sales, Renewals, and Professional Services to ensure renewal success, minimize churn, and identify expansion opportunities; experience with fintech products and data-driven

Qualifications

• 7-10 years of experience in client success or similar roles.
• Bachelor’s degree; fintech experience.
• Ability to articulate business value to stakeholders.
• Knowledge of financial technology industry and products.
• Strong analytical skills with data-to-insights capability (Tableau or similar).
• Excellent communication and presentation skills.
• Leadership and cross-functional collaboration with Sales, Renewals, technical teams.

Responsibilities

• Client Point of Contact acts as the primary liaison for high-value clients, ensuring seamless communication, resolution of concerns for their product area, and strategic alignment between FIS and the client.
• Team Coordination ensures alignment across internal teams by facilitating collaboration and maintaining a united front during client engagements.
• 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 plan with 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 recommendations from customer insights to sellers.
• Act as a liaison between product management and clients; partner with sales & professional services teams.
• Participate in the renewal process and articulate the renewal value story to clients.

Skills

Client success

Account management

Leadership

Communication

Data analysis

Cross-functional collaboration

Education

Bachelor's degree

Tools

Tableau

Job description

Type Of Hire

Education Desired

Position Type

Job Description

As 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

About The Role

The Director of Client Success/Primary Client Success Manager serves as the primary client-facing operational excellence lead for FIS’s most strategic accounts. Acting as a strategic partner to clients and a bridge between internal teams and external stakeholders, this role is responsible for advocating for the client internally and representing a unified FIS externally. The DCS/PCSM drives client satisfaction, solution adoption, and overall value realization. By serving as a strategic partner, the DCS/PCSM ensures clients realize the full value of their investment, fosters long-term relationships, and aligns FIS solutions with business goals all while supporting the broader mission of client advocacy and partnership.

About The Team

The Director of Client Success/Primary Client Success Manager is part of the Client Success organization and orchestrates the post-sales experience for clients. Their priority is to use their market and product expertise to help clients achieve business goals, deliver measurable ROI through product adoption, and realize value from our products. The DCS/PCSM is also responsible for minimizing churn/compression risk and identifying expansion opportunities.

What You Will Be Doing

• Client Point of Contact Acts as the primary liaison for high-value clients, ensuring seamless communication, resolution of concerns for their product area, and strategic alignment between FIS and the client
• Team Coordination Ensures alignment across internal teams by facilitating collaboration and maintaining a united front during client engagements
• 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 plan with 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 recommendations from customer insights to sellers
• Act as a liaison between product management and clients; partner with sales & professional services teams
• Participate in the renewal process and articulate the renewal value story to clients

What You Will Need

• 7-10 years of experience in Client Success, Client Service/Support, Account Management, or similar roles
• Bachelor’s degree; relevant previous 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 skills and confidence in all levels of customer engagement/situations
• Strong leadership and ability to collaborate with cross-functional teams incl. Sales, Renewals, technical roles

What We Offer You

A career at FIS is more than just a job. It’s the change to shape the future of fintech. At FIS, we offer you

• A voice in the future of fintech
• Always-on learning and development
• Collaborative work environment
• Opportunities to give back
• Competitive salary and benefits

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.