Senior Client Success & Adoption Lead

Fidelity Information Services, LLC; Jacksonville (FL); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Internal career growth opportunities

Innovate in fintech

Inclusive and diverse team atmosphere

Professional and personal development

Community contribution resources

Job summary

Fidelity Information Services, LLC (FIS) is seeking a seasoned Client Success Manager to drive client satisfaction, adoption, and measurable outcomes across a portfolio. You will partner with product, sales and support to deliver tailored fintech solutions, manage health signals, and influence expansions.

You will build joint success plans, monitor KPIs, and ensure value realization throughout the client lifecycle, while collaborating with cross-functional teams to reduce churn and grow ongoing

Qualifications

• 5+ years of experience in Client Success, Relationship/Account Management, or similar roles in Financial Technology.
• 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

Responsibilities

• Act as a subject matter expert in technical solution and business-specific domains.
• 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

Skills

Client Success

Relationship Management

Financial Technology

Tableau

Data Analysis

Communication Skills

Cross-functional Collaboration

Education

Bachelor’s degree

Tools

Tableau

Job description

Fidelity Information Services, LLC (FIS) is seeking a seasoned Client Success Manager to drive client satisfaction, adoption, and measurable outcomes across a portfolio. You will partner with product, sales and support to deliver tailored fintech solutions, manage health signals, and influence expansions.

You will build joint success plans, monitor KPIs, and ensure value realization throughout the client lifecycle, while collaborating with cross-functional teams to reduce churn and grow ongoing