Client Success Manager II

NEPSE Trading; Northern (KY); Hybrid; USD 56,000 - 96,000; Full time

Job summary

FIS invites a Client Success Manager to drive client satisfaction, adoption, and measurable ROI in a fintech setting. You will partner with clients and cross-functional teams to define success plans, monitor health, and expand value through product adoption.

The role emphasizes strategic advisory work with senior stakeholders, using Tableau for insights, and proactive risk mitigation to reduce churn while enabling expansion opportunities.

Qualifications

• 2–5 years of experience in Client Success or similar roles.
• Bachelor’s degree; relevant fintech services experience preferred.
• Ability to articulate business value to various stakeholders.
• Knowledge of financial technology products, trends and opportunities.
• Strong analytical skills with data-driven mindset.

Responsibilities

• Act as a subject matter expert, leading strategic conversations with senior stakeholders.
• Collaborate with product, sales, and support to drive adoption and impact.
• Build relationships, engage across the lifecycle, and enable value realization.
• Develop joint success plans with milestones and KPIs for outcomes.
• Analyze client health and usage data to mitigate risk and reduce churn.
• Identify expansion opportunities and relay insights to sellers.
• Liaise between product management and clients; coordinate with sales and services.
• Support renewal processes and articulate renewal value to clients.

Skills

Client Success

Tableau

Data analysis

Communication

Leadership

Cross-functional collaboration

Education

Bachelor's degree

Tools

Tableau

Job description

About the role:

The Client Success Manager (CSM) is responsible for driving client satisfaction, engagement, and successful business outcomes within their assigned area of specialization. Serving as a trusted advisor and strategic partner, the CSM helps clients maximize the value of their solutions and services while aligning outcomes to their operational and business objectives. Through proactive relationship management, advocacy, and collaboration, the CSM fosters long-term partnerships that support client growth, adoption, and overall success.

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 to use their product expertise to help clients achieve business goals, deliver measurable ROI through product adoption, and realize value from products. CSMs are also responsible for minimizing churn/compression risk and identifying expansion opportunities.

What you will be doing:

• Act as a subject matter expert in business-specific domains, leading strategic conversations with senior stakeholders to identify partnership, growth, and expansion opportunities.
• Collaborate cross-functionally with 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 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:

• 2-5 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 voice in the future of fintech.
• Always-on learning and development.
• Collaborative work environment.
• Opportunities to give back.
• Competitive salary and benefits.

FIS is committed to providing its employees with an exciting career opportunity and competitive compensation. The pay range for this full-time position is $56,310.00 - $95,740.00 and reflects the minimum and maximum target for new hire salaries for this position based on the posted role, level, and location. Within the range, actual individual starting pay is determined by additional factors, including job-related skills, experience, and relevant education or training. Any changes in work location will also impact actual individual starting pay. Please consult with your recruiter about the specific salary range for your preferred location during the hiring process.

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.

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.

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.

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.