Sr Director, Client Success - Strategic Accounts (North America)

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

Job Description

At FIS, our technology and our people are moving forward. We advance the way the world pays, banks and invests. We believe in building inclusive, diverse teams. Together, we innovate to help our colleagues, clients and communities succeed. If you’re ready to grow your career and make an impact in fintech, we have one question: Are you FIS?

About the Team

You will lead Customer Success Management teams supporting a portfolio of strategic, enterprise‑level clients across North America. This role focuses on driving client satisfaction, retention, and growth through strong executive relationships and outcome‑based delivery. You will oversee a high‑performing team managing complex, high‑value accounts, ensuring alignment between client objectives and FIS solutions. Success is measured by client outcomes, expansion opportunities, and operational excellence at scale.

Key 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.

Required Qualifications

• Strong leadership experience managing Customer Success or client‑facing teams at enterprise scale.
• Proven ability to build and sustain executive‑level client relationships.
• Demonstrated success improving client satisfaction, retention, and commercial outcomes.
• Experience managing complex, high‑value accounts in financial services or fintech.
• Strong commercial acumen with the ability to identify and drive growth opportunities.
• Expertise in performance management, metrics, and operational governance.
• Ability to lead in a matrixed, global organisation and influence senior stakeholders.
• Bachelor’s degree or equivalent professional experience.

Preferred Qualifications

• Experience working with strategic or global accounts in banking, payments, or capital markets.
• Familiarity with Customer Success platforms, CRM systems, and analytics tools.
• Strong background in change management and organisational transformation.
• Experience scaling Customer Success functions and operating models.
• Advanced degree or professional certifications in business or related disciplines.

What We Offer

• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities.
• A variety of career development tools, resources and opportunities.
• Time to support charities and give back in your community.
• A fantastic range of benefits designed to help support your lifestyle and wellbeing.
• A work environment built on collaboration, flexibility and respect.

Salary Range

The pay range for this full‑time position is $208,730.00 – $354,840.00 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.

Equal Employment Opportunity 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.