Team Lead, Client Success Manager

FIS

Manager, Client Success overseeing a portfolio of strategic accounts in financial technology. Leading a team to drive client value, retention, and growth while enhancing client relationships.

Posted 5/7/2026full-timeJacksonville • Florida, Wisconsin • 🇺🇸 United StatesSeniorWebsite

About the role

Key responsibilities & impact

Manage a defined portfolio of high‑value or complex clients as the primary Client Success Manager
Drive adoption, measurable value realization, retention, and expansion within owned accounts
Serve as an escalation point for critical client risks and relationship challenges
Build trusted relationships with senior client stakeholders and act as a strategic advisor
Develop and execute joint success plans with milestones and KPIs aligned to client business outcomes
Lead, coach, mentor, and performance‑manage a team of Client Success Managers
Set clear expectations, objectives, and success plans aligned to Client Success strategy
Conduct regular one‑to‑ones, deal reviews, and client health deep dives
Build team capability across onboarding, adoption, risk management, renewals, and expansion motions
Model best‑in‑class client engagement while empowering team members to lead
Partner closely with Sales on renewals, upsell, and expansion opportunities
Collaborate with Product, Support, and Professional Services to resolve systemic client issues
Act as a critical link between clients and internal teams, translating client needs into actionable insights
Advocate for the voice of the customer to inform product and go‑to‑market strategies
Translate Client Success strategy into day‑to‑day execution
Monitor portfolio health, retention, NPS, and adoption metrics
Proactively analyze client health and usage data to identify risk and drive corrective action plans
Ensure consistent use of CRM tools, playbooks, and engagement standards
Operate effectively in ambiguity; test, learn, and iterate to improve outcomes

Requirements

What you’ll need

Bachelor’s degree or equivalent experience required, MBA or another advanced degree preferred
8-12+ years of experience in customer success, account management or related roles
Relevant previous experience in financial technology services
Knowledge of financial technology industry and products, including market trends, challenges, and opportunities
Proven experience managing enterprise or strategic client relationships
Prior people-management experience or strong player/ coach readiness
Strong commercial acumen
Data-driven mindset with experience using CRM and client health metrics
Excellent stakeholder management and executive-level communication skills

Benefits

Comp & perks

A career at FIS is more than just a job. It’s the chance to shape the future of fintech.
Always-on learning and development
Collaborative work environment
Opportunities to give back

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer successaccount managementdata analysisKPI developmentrisk managementclient health metricsportfolio managementclient engagementstrategic planningperformance management

Soft Skills

relationship buildingleadershipcoachingmentoringcommunicationstakeholder managementproblem-solvingadaptabilitycommercial acumenteam collaboration

Certifications

Bachelor’s degreeMBAadvanced degree