Customer Success Manager

November 20

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FICO

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Finance • Artificial Intelligence • SaaS

FICO is a leading analytics and software company renowned for its FICO® Score, a tool widely used by lenders to assess credit risk. The company offers a comprehensive platform that leverages data, AI, and machine learning to power intelligent decision-making and customer engagement across various industries. FICO's solutions span fraud detection, credit scoring, and customer lifecycle management, making it vital to sectors such as finance and telecommunications. Its innovative products help businesses optimize outcomes through real-time analytics, business composability, and scenario management.

1001 - 5000 employees

Founded 1956

💸 Finance

🤖 Artificial Intelligence

☁️ SaaS

📋 Description

• Build and maintain strong relationships across all customer stakeholder levels (C-suite to end users) • Lead post-sale onboarding and implementation to drive product adoption and time-to-value • Identify and qualify expansion opportunities, collaborating with sales teams to grow account ARR • Own renewal strategy and execution, ensuring high retention rates and contract value preservation • In partnership with Key Account Manager, develop and execute comprehensive account plans aligned with customer business objectives • Monitor and analyse customer health metrics, usage patterns, and adoption trends to identify risks and opportunities • Proactively engage with customers to understand their strategic direction and evolving needs, conducting regular business reviews, health checks, and strategic planning sessions • Act as customer advocate internally while representing company interests externally • Coordinate cross-functional teams (Support, Product, Engineering, Sales) to deliver customer outcomes • Develop and implement customer training programs and enablement initiatives • Manage customer-impacting programs (upgrades, migrations, product changes) • Track and report on customer satisfaction, Net Promoter Score, and key success metrics

🎯 Requirements

• Bachelor’s degree or equivalent experience gained in a commercial environment. • Extensive Credit Risk or Fraud Domain experience. • Experience with managing SaaS solutions for tier one financial services institutions. • The ability to understand client’s objectives, support and guide their thought process to identify success criteria. • Proven track record managing customer renewals with high retention rates. • Creative thinker with the ability to manage complex, multi-stakeholder customer relationships.

🏖️ Benefits

• Highly competitive compensation, benefits and rewards programs that encourage you to bring your best every day and be recognized for doing so. • An engaging, people-first work environment offering work/life balance, employee resource groups, and social events to promote interaction and camaraderie. • The opportunity to make an impact and develop professionally by leveraging your unique strengths and participating in valuable learning experiences.