FICO (NYSE: FICO) is a leading global analytics software company, helping businesses in 100+ countries make better decisions. Join our world-class team today and fulfill your career potential!
The Opportunity
‘We are seeking a dynamic Customer Success Manager to drive customer retention, expansion, and advocacy within our LAER (Land, Adopt, Expand, Renew) go-to market model. This role is critical to ensuring customer success throughout their lifecycle, maximizing ARR growth, and preventing churn through proactive relationship management and strategic account planning. Our clients are blue chip organisations.’ Customer Success – Sr Director
What You’ll Contribute
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 crossfunctional 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
What We’re Seeking
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.
Our Offer to You
A culture and work environment strongly reflecting our core values: Act Like an Owner, Delight Our Customers, and Earn the Respect of Others.
The opportunity to make a difference by leveraging your unique strengths.
Highly competitive compensation and rewards.
Flexible work options, opportunities to give back to your community.
Why Make a Move to FICO?
At FICO, you can develop your career with a leading organization in one of the fastest-growing fields in technology today – Big Data analytics. You’ll play a part in our commitment to help businesses use data to improve every choice they make, using advances in artificial intelligence, machine learning, optimization, and much more.
FICO makes a real difference in the way businesses operate worldwide:
• Credit Scoring — FICO® Scores are used by 90 of the top 100 US lenders.
• Fraud Detection and Security — 4 billion payment cards globally are protected by FICO fraud systems.
• Lending — 3/4 of US mortgages are approved using the FICO Score.
Global trends toward digital transformation have created tremendous demand for FICO’s solutions, placing us among the world’s top 100 software companies by revenue. We help many of the world’s largest banks, insurers, retailers, telecommunications providers and other firms reach a new level of success. Our success is dependent on really talented people – just like you – who thrive on the collaboration and innovation that’s nurtured by a diverse and inclusive environment. We’ll provide the support you need, while ensuring you have the freedom to develop your skills and grow your career. Join FICO and help change the way business thinks!
Learn more about how you can fulfil your potential at www.fico.com/Careers
FICO promotes a culture of inclusion and seeks to attract a diverse set of candidates for each job opportunity. We are an equal employment opportunity employer and we’re proud to offer employment and advancement opportunities to all candidates without regard to race, color, ancestry, religion, sex, national origin, pregnancy, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Research has shown that women and candidates from underrepresented communities may not apply for an opportunity if they don’t meet all stated qualifications. While our qualifications are clearly related to role success, each candidate’s profile is unique and strengths in certain skill and/or experience areas can be equally effective. If you believe you have many, but not necessarily all, of the stated qualifications we encourage you to apply.
Information submitted with your application is subject to the FICO Privacy policy at https://www.fico.com/en/privacy-policy
Top Skills
What We Do
Headquartered in Silicon Valley USA, FICO® (NYSE:FICO) is a leading analytics software company, helping businesses in over 80 countries make better decisions that drive higher levels of growth, profitability and customer satisfaction. The company’s groundbreaking use of Big Data and mathematical algorithms to predict consumer behavior has transformed entire industries.
