Senior Customer Success Manager

FIS; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

A leading company in the fintech sector is seeking a Senior Customer Success Manager to oversee client relationships and contract renewals across diverse product lines. The role involves strategic retention and identifying growth opportunities while collaborating with multidisciplinary teams to enhance client satisfaction and business outcomes.

Qualifications

• Proven experience in contract management and client retention in payments or SaaS.
• Strong understanding of accounts payable and revenue optimization.
• Exceptional communication and interpersonal skills.

Responsibilities

• Manage client contract renewal process and ensure successful renewals.
• Grow client relationships and identify upsell opportunities.
• Collaborate with various teams to develop tailored strategies.

Skills

Strategic client retention

Contract management

Negotiation

Communication

Analytical mindset

Job description

About this role

We are seeking a dynamic and results-driven Senior Customer Success Manager to lead the relationship management and contract renewal process across our comprehensive product portfolio, including Accounts Payable, Accounts Receivable, EIPP, and Revenue Optimization solutions. This pivotal role will ensure client retention, revenue stability, and growth by proactively managing renewals, identifying upsell opportunities, and addressing client needs.

What you will be doing

• Manage the end-to-end client contract renewal process across all product lines, ensuring timely and successful renewals.

• Grow and maintain strong client relationships and engagement with senior stakeholders, serving as a trusted advisor to address client concerns, provide thought leadership, and identify opportunities for account expansion, cross-sell and up-sell.

• Collaborate with sales, account management, operations, and pricing teams to create tailored renewal and revenue strategies that align with client needs and business objectives.

• Proactively assess data and trends to provide insights and recommendations for enhancing client’s business, improving retention and driving growth.

• Mitigate risks by addressing potential churn early and developing strategies to retain at-risk clients.

What you bring

• Proven experience in contract management, strategic client retention, and key account management, preferably within payments, SaaS or fintech industries.

• Strong understanding of accounts payable, accounts receivable, working capital and cash flow optimization, buyer – supplier relationships, EIPP, and revenue optimization solutions.

• Exceptional communication, senior-level negotiation, and interpersonal skills.

• Analytical mindset with the ability to use data to drive decisions and strategies.

• Highly organized and detail-oriented, with a proactive approach to managing tasks and timelines.

Internal job title: Client Relationship Manager Senior

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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.

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