Location: London, United Kingdom
Working model: Hybrid, three days per week in the office
About FIS
As the world works and lives faster, FIS is leading the way. Our fintech solutions power the global economy, supporting the movement of money for financial institutions, corporates and governments across Europe and beyond. At FIS, inclusion, collaboration and innovation sit at the heart of everything we do. Our colleagues work together, deliver together and celebrate success together.
If you want to help shape the future of banking, we’d like to ask you: Are you FIS?
About the role
The Senior Client Success Manager will drive client satisfaction, adoption and long-term value for financial institutions using FIS Core Banking Solutions. Acting as a senior, trusted partner throughout the post-sales lifecycle, you will help clients align their use of FIS solutions with their strategic and operational priorities, translating those priorities into practical success plans.
You will manage complex client relationships, coordinate activity across FIS and provide clear leadership when addressing adoption barriers, service risks and opportunities for growth. Working closely with Sales, Product, Professional Services, Renewals and Support, you will help clients achieve measurable outcomes from their investment while strengthening long-term relationships with FIS.
About the team
The Senior Client Success Manager sits within the Client Success organisation, orchestrating the post-sales experience for banking clients.
The team’s focus is on:
- Accelerating product adoption and value realisation.
- Connecting solution capabilities to measurable client business outcomes.
- Strengthening senior stakeholder engagement.
- Identifying and addressing client health and commercial risks.
- Supporting retention, renewal and sustainable account growth.
- Bringing structured client insight into FIS product and service priorities.
Senior Client Success Managers combine banking and technology expertise with strong commercial judgement, relationship management and cross-functional leadership.
What you will be doing
- Build trusted relationships with senior client stakeholders and act as a strategic post-sales partner for FIS Core Banking Solutions.
- Develop a detailed understanding of each client’s business priorities, operating environment and desired outcomes.
- Translate client objectives into joint success plans with clear outcomes, milestones, ownership and measures of success.
- Lead regular client success and value-review conversations, articulating progress, priorities, risks and recommended actions.
- Drive adoption of relevant solution capabilities and help clients realise sustained value from their investment.
- Monitor client health, engagement, adoption and service signals to identify emerging risks and coordinate timely action.
- Lead cross-functional collaboration across Sales, Product, Professional Services, Renewals, Support and other internal stakeholders.
- Establish clear governance and accountability for complex client issues, ensuring actions are owned and communicated effectively.
- Identify expansion opportunities based on evidenced client requirements and provide relevant insight to commercial teams.
- Capture structured client feedback and partner with Product teams to help inform future priorities.
- Contribute to renewal activity by clearly articulating delivered value, client outcomes, adoption progress and future priorities.
- Share effective Client Success practices and support the development of colleagues across the wider team.
What you will need
Must-have experience and capabilities
- Experience in Client Success, Account Management, Client Services or a comparable client-facing role within banking technology, fintech or financial services.
- Experience working with banks or other financial institutions in a complex technology or service environment.
- Understanding of core banking operations and the business challenges financial institutions are seeking to solve.
- A strong track record of managing complex, senior-level client relationships.
- Experience translating strategic client objectives into structured plans, actions and measurable outcomes.
- Ability to lead client governance discussions and coordinate multiple internal and external stakeholders.
- Strong communication, presentation, negotiation and stakeholder-management skills.
- Analytical capability, including the ability to interpret client, usage, adoption or service information and convert it into practical recommendations.
- Experience collaborating across commercial, product, technical, support and delivery functions.
- Ability to identify client risk, establish an action plan and drive activity through to resolution.
- Commercial awareness, including an understanding of retention, renewals and responsible account growth.
Nice-to-have experience
- Experience supporting enterprise core banking platforms or related banking technology.
- Experience working with clients through major transformation, implementation or technology-modernisation programmes.
- Familiarity with regulated banking environments.
- Experience coaching colleagues or contributing to the development of Client Success practices.
Why join
- Help financial institutions maximise the value of technology supporting critical banking operations.
- Take ownership of strategic client relationships and influence outcomes across the complete post-sales journey.
- Work across client, product, technical and commercial teams in a highly collaborative environment.
- Develop deep expertise in FIS Core Banking Solutions.
- Bring direct client insight into future solution and service priorities.
- Contribute to a Client Success organisation focused on adoption, value realisation, retention and sustainable growth.
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Privacy Statement
FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.
Sourcing Model
Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.
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