Executive Director, Enterprise Client Success & Growth

FIS Management Services LLC; New York (NY); On-site; USD 208,730 - 354,840; Full time

Job summary

FIS is seeking a strategic leader to guide Customer Success Management for a portfolio of enterprise clients across North America from our New York office. You will drive satisfaction, retention, and growth by leading a high‑performing team, building executive relationships, and shaping outcome‑based delivery.

You will partner with product and sales to expand accounts, implement scalable processes, and ensure governance across metrics.

Qualifications

• Experience leading enterprise Customer Success teams.
• Proven ability to build and sustain executive-level client relationships.
• Track record of improving client satisfaction, retention, and commercial outcomes.

Responsibilities

• Lead and develop Customer Success Management teams serving enterprise strategic accounts.
• Own client satisfaction, retention, and growth across a portfolio of high-value relationships.
• Build and maintain executive-level relationships with key client stakeholders.
• Drive consistent, high-quality service delivery and client engagement models.
• Champion a customer-centric, outcome-driven culture within the team.
• Identify expansion opportunities and partner with sales to drive revenue growth.
• Oversee governance, performance metrics, and client health indicators across accounts.
• Act as an escalation point for complex client issues, ensuring timely resolution.
• Collaborate with product and technology teams to influence roadmap based on client needs.
• Implement scalable processes, tools, and operating models to improve efficiency and experience.

Skills

Leadership

Executive relationships

Client satisfaction

Growth opportunities

Financial services experience

Education

Bachelor's degree or equivalent

Tools

CRM systems

Analytics tools

Job description

FIS is seeking a strategic leader to guide Customer Success Management for a portfolio of enterprise clients across North America from our New York office. You will drive satisfaction, retention, and growth by leading a high‑performing team, building executive relationships, and shaping outcome‑based delivery.

You will partner with product and sales to expand accounts, implement scalable processes, and ensure governance across metrics.