[Hiring] Customer Success - Associate Partner @FICO

Role Description

The Customer Success Manager (CSM) plays a pivotal role in supporting the customer lifecycle and developing outstanding customer relationships through the highest levels of ongoing support. Individuals in the CSM role have a passion for technology that delivers business outcomes and understand how to retain and grow clients through a focus on their success.

• Act as the primary point of contact for your customer and leverage the FICO platform to help drive expansion and retention of a customer portfolio.
• Responsible for success, education, enablement, upsell/cross-sell, renewal, prevention of churn, and everything in between for your customer.
• Develop a deep understanding of our customer’s business and their objectives.
• Collaborate with Account Management teams to identify and articulate how our solutions support the achievement of the customers’ strategic business goals.
• Ensure the ‘health’ of our customer relationships, ensuring they grow into and remain FICO advocates.
• This role supports one of Canada’s major financial institutions, requiring deep knowledge of the Canadian banking landscape and enterprise financial services operations.

Qualifications

• Bachelor’s degree or equivalent commercial experience.
• Demonstrated experience managing clients with complex use cases and multiple stakeholders, with full responsibility across renewal, upsell, and expansion into new business units.
• Background in SaaS, software, or platform-based tools, with strong client management skills in the software industry.
• Deep familiarity with Canadian financial services, ideally with experience supporting one or more of Canada’s major banks.
• Ability to understand customer objectives and guide clients toward measurable success outcomes.
• Skilled in value-based solution presentation, working alongside Sales and Pre-Sales teams to build compelling business cases.
• High levels of organization and attention to detail.
• Recognized as a trusted advisor, with exceptional consultative skills.
• A creative problem-solver who adapts readily to dynamic, fast-moving environments.
• A collaborative team player who also takes initiative and drives outcomes independently when needed.

Requirements

• Drive adoption of FICO solutions, ensuring continuous value delivery, renewals, and new business opportunities.
• Serve as the primary contact across your customers’ full lifecycle, fostering long-term client partnerships built on trust and measurable outcomes.
• Proactively identify and mitigate churn risks while maintaining close alignment with customer objectives and strategic priorities.
• Develop and maintain broad engagement across customer business areas, collaborating with internal FICO teams to deliver a cohesive, best-in-class experience.
• Work with Key Account Managers to develop and execute account plans, ensuring stable revenue forecasts and healthy pipeline coverage.
• Identify upsell and cross-sell opportunities, and leverage strong client relationships to generate testimonials, referrals, and case study participation.
• Support marketing efforts and identify paths to deepen customer penetration across business units.
• Ensure accurate deal management within Salesforce and oversee internal approvals for key deals.
• Oversee seamless customer onboarding, ensuring high satisfaction and smooth go-lives.
• Lead the transition from sales to professional services, ensuring effective knowledge transfer and continuity of relationship.
• Manage training sessions, project kickoffs, and client engagement activities to drive implementation success.
• Monitor escalations, project timelines, and budget adjustments in close collaboration with professional services teams.
• Support customer renewals by prioritizing engagement based on risk, growth potential, and strategic value.
• Coordinate RFP responses, security questionnaires, and contract negotiations.
• Assist in renewal contract discussions and proactively identify additional service opportunities that extend client value.

Benefits

• An inclusive culture strongly reflecting our core values: Act Like an Owner, Delight Our Customers and Earn the Respect of Others.
• The opportunity to make an impact and develop professionally by leveraging your unique strengths and participating in valuable learning experiences.
• 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.