Sr Director, Client Success - Strategic Accounts (North America)

Job Description

At FIS, our technology and our people are moving forward. We advance the way the world pays, banks and invests. We believe in building inclusive, diverse teams. Together, we innovate to help our colleagues, clients and communities succeed. If you’re ready to grow your career and make an impact in fintech, we have one question: Are you FIS?

About the team:

You will lead Customer Success Management teams supporting a portfolio of strategic, enterprise-level clients across North America. This role focuses on driving client satisfaction, retention, and growth through strong executive relationships and outcome-based delivery. You will oversee a high-performing team managing complex, high-value accounts, ensuring alignment between client objectives and FIS solutions. Success is measured by client outcomes, expansion opportunities, and operational excellence at scale.

What you will be doing:

• Lead and develop Customer Success Management teams serving enterprise strategic accounts
• Own client satisfaction, retention, and growth across a portfolio of high-value relationships
• Build and maintain executive-level relationships with key client stakeholders
• Drive consistent, high-quality service delivery and client engagement models
• Champion a customer-centric, outcome-driven culture within the team
• Identify expansion opportunities and partner with sales to drive revenue growth
• Oversee governance, performance metrics, and client health indicators across accounts
• Act as an escalation point for complex client issues, ensuring timely resolution
• Collaborate with product and technology teams to influence roadmap based on client needs
• Implement scalable processes, tools, and operating models to improve efficiency and experience

Required Qualifications:

• Strong leadership experience managing Customer Success or client-facing teams at enterprise scale
• Proven ability to build and sustain executive-level client relationships
• Demonstrated success improving client satisfaction, retention, and commercial outcomes
• Experience managing complex, high-value accounts in financial services or fintech
• Strong commercial acumen with the ability to identify and drive growth opportunities
• Expertise in performance management, metrics, and operational governance
• Ability to lead in a matrixed, global organisation and influence senior stakeholders
• Bachelor’s degree or equivalent professional experience

Preferred Qualifications:

• Experience working with strategic or global accounts in banking, payments, or capital markets
• Familiarity with Customer Success platforms, CRM systems, and analytics tools
• Strong background in change management and organisational transformation
• Experience scaling Customer Success functions and operating models
• Advanced degree or professional certifications in business or related disciplines

What we offer you:

• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
• A variety of career development tools, resources and opportunities
• Time to support charities and give back in your community
• A fantastic range of benefits designed to help support your lifestyle and wellbeing
• A work environment built on collaboration, flexibility and respect

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.

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

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.