Senior Customer Success Manager

Lensa; New York (NY); On-site; USD 110,000 - 190,000; Full time

Job summary

Lensa connects you to a leading fintech firm, Fiserv, seeking a Senior Customer Success Manager. This role is vital in managing key client relationships, ensuring clients maximize the value of EBRS solutions. The successful candidate will drive client retention and growth, contributing to Fiserv's mission of transforming the way money moves around the world.

Qualifications

• 5+ years of experience in sales or account management.
• 2+ years of subject matter expertise with SaaS products.
• Ability to communicate with C-Level customers.

Responsibilities

• Develop customer strategies for adoption and retention of solutions.
• Manage high-value accounts through business reviews.
• Align product requirements with client objectives.

Skills

Communication

Negotiation

Client Management

Education

Bachelor’s or Master’s degree

Job description

Lensa is the leading career site for job seekers at every stage of their career. Our client, Fiserv, is seeking professionals in New York, NY. Apply via Lensa today!

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.

Job Title

Senior Customer Success Manager

What does a successful Senior Customer Success Manager do within the Enterprise Biller and Receivables Solutions (EBRS) Team at Fiserv?

As a Senior Customer Success Manager, you will serve as a product and industry expert, effectively supporting and growing Fiserv's most strategic and complex client relationships within the Enterprise Biller and Receivables Solutions (EBRS) team. You will be responsible for helping clients realize the maximum value of EBRS solutions and unlock revenue-driving outcomes.

What You Will Do

• Develop and implement customer strategies to drive adoption, usage, and retention of EBRS solutions.
• Manage high-value, strategic accounts with complex needs through recurring business reviews and ongoing engagement strategies.
• Act as a key bridge between internal product and engineering teams and clients to ensure client retention and growth throughout the customer lifecycle, leading to a positive and measurable ROI.
• Develop frameworks for improving customer retention and expansion, and drive those initiatives forward.
• Helps develop and deliver business reviews (with Relationship Managers) with all accounts. Able to manage portfolios independently, effectively, and proactively without guidance from senior management.
• Help coordinate internal teams to deliver exceptional client experiences, including streamlined client transitions to support and issue mitigation.
• Explore opportunities for expansion with clients and partner with leadership to upsell and cross-sell to the install base.
• Align Fiserv's product requirements with clients' overall business and functional objectives.
• Monitor and analyze client data to identify areas for improvement and proactively address potential issues.
• Lead key initiatives such as customer education or product feedback loops.
• Advocate for the voice of the customer within Fiserv.
  
  

What You Will Need To Have

• Bachelor’s or Master’s degree.
• 5+ years of experience in sales or account management in a client-facing role.
• 2+ years of subject matter expertise with SaaS products.
• Ability to effectively communicate with customers at the C-Level, advanced negotiation and sales training, comfortable presenting complex information in business reviews to executives. Builds relationships with multiple levels of customer contacts from day one and maintains proactive contact throughout the customer journey.
• Competently leading and driving issues or challenges to full resolution professionally and effectively. Knowing when to involve Fiserv leadership but not leaning on management to resolve issues. Finding creative solutions for systemic issues proactively.
• Solid understanding of customer-facing team challenges and a demonstrated ability to streamline processes to support client success delivery. Experience handling complex implementations and escalations.
• A track record of creating and updating success plans consistently with all accounts in your portfolio.
  
  

What Would Be Good To Have

• Experience in a B2B SaaS company.
• Track record of achieving sales/growth targets within your portfolio.
• Knowledge of the payment industry (Payment gateway, processor, credit card, and/or ACH).
• Advanced knowledge of portfolio although some areas to learn. Track record of identifying areas of expansion/upsell through leading questions. Active listener to tailor products to client needs but can work on delivery. Demonstrated performance within revenue driving activities with repeated use of team’s CRM tools. Willing to train & provide guidance to junior CSMs with sales tactics.
• In order to be considered, you must be legally authorized to work in the U.S. without need for sponsorship now or in the future.
  
  

Salary Range

$110,700.00 - $189,700.00

These pay ranges apply to employees in New Jersey, New York and California. Pay ranges for employees in other states may differ.

It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran.

For incentive eligible associates, the successful candidate is eligible for an annual incentive opportunity which may be delivered as a mix of cash bonus and equity awards in the Company’s sole discretion.

Thank You For Considering Employment With Fiserv. Please

• Apply using your legal name
• Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).
  
  

Our Commitment To Equal Opportunity

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.

If you have a disability and require a reasonable accommodation in completing a job application or otherwise participating in the overall hiring process, please contact [e-mail] . Please note our AskHR representatives do not have visibility to your application status. Current associates who require a workplace accommodation should refer to Fiserv’s Disability Accommodation Policy for additional information.

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.

Warning About Fake Job Posts

Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  IT Services and IT Consulting

Referrals increase your chances of interviewing at Lensa by 2x

Sign in to set job alerts for “Customer Success Manager” roles.

New York City Metropolitan Area 3 weeks ago

New York, NY $98,700.00-$120,500.00 4 days ago

New York, NY $115,000.00-$120,000.00 1 week ago

New York, NY $90,000.00-$110,000.00 2 days ago

New York, NY $130,000.00-$190,000.00 2 days ago

New York, NY $65,000.00-$90,000.00 2 months ago

New York, NY $11,500.00-$90,000.00 1 week ago

New York, NY $50,000.00-$84,000.00 5 days ago

New York, NY $17,600.00-$88,000.00 1 week ago

Manager, Customer Service Training & Quality

New York City Metropolitan Area $80,000.00-$95,000.00 1 week ago

New York, NY $129,000.00-$160,000.00 2 weeks ago

New York, NY $70,000.00-$80,000.00 1 week ago

New York, NY $130,000.00-$150,000.00 4 days ago

New York, NY $100,000.00-$130,000.00 4 months ago

New York City Metropolitan Area $110,000.00-$125,000.00 2 weeks ago

New York, NY $130,000.00-$150,000.00 1 week ago

New York, NY $80,000.00-$110,000.00 12 months ago

New York, NY $150,000.00-$180,000.00 1 week ago

New York, NY $120,000.00-$130,000.00 1 week ago

New York, NY $112,500.00-$112,500.00 3 weeks ago

New York, NY $100,000.00-$150,000.00 3 months ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.