Platform Success Manager

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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, trust-based relationships with business stakeholders, product owners, and executive sponsors. • Conduct strategic planning and regular business reviews to align platform usage with customers' evolving goals. • Drive value realization by linking platform capabilities to business outcomes across industries like banking, insurance, and telecom. • Lead enablement and ongoing engagement efforts to maximize customer adoption and satisfaction. • Promote usage of platform features through best practices, tailored training, and data-driven recommendations. • Facilitate change management and empower customers to become self-sufficient users of the platform. • Partner with technical teams (DevOps, Engineering, IT) to ensure secure, scalable, and compliant platform deployments. • Monitor key performance indicators (KPIs), usage patterns, and service health to proactively identify risks or optimization opportunities. • Support incident response and ensure timely communication, transparency, and continuous improvement. • Act as the voice of the customer across internal teams, influencing product direction and support priorities based on field insights. • Work closely with Sales and Professional Services to identify expansion opportunities and align on customer growth strategies. • Develop and maintain success plans that integrate functional outcomes, platform performance metrics, and strategic objectives.

🎯 Requirements

• 5+ years of experience in customer success, platform consulting, or strategic account management, preferably with enterprise SaaS/PaaS platforms. • Demonstrated ability to engage both business and technical stakeholders, translating complex concepts into clear value propositions. • Strong business acumen and experience driving measurable outcomes in highly regulated or data-driven industries. • Familiarity with cloud-native platforms (AWS, Azure, GCP), APIs, and platform health metrics—enough to collaborate effectively with technical teams. • Excellent communication, facilitation, and stakeholder management skills. • Bachelor’s degree in Business, Information Systems, Computer Science, or a related field.

🏖️ 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. • Professional development opportunities. • The opportunity to make an impact and develop professionally by leveraging your unique strengths and participating in valuable learning experiences.