Director, Client Success

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Job Description

Are you curious, motivated, and forward-thinking? At FIS you'll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

About the team

FIS is a leading global provider of technology solutions for banks, capital markets firms and corporates. The company has over 50,000 people around the world who are dedicated to advancing the way the world pays, banks, and invests. FIS helps their clients use technology in innovative ways to solve business-critical challenges and deliver superior experiences for their customers.

FIS' Client Office, encompassing Client Servicing, Support, Implementation & Professional Services is a best in-class organization, delivering client excellence and underpinning the success of our customers and FIS. Executing on our client promise includes consistent account servicing, proactive product adoption, and efficient client support models, delivering a modern technology enabled first class experience.

What you will be doing

As the Client Success Director you will lead Client Success for Community and Credit Union core banking clients, combining executive-level client engagement with hands-on leadership of a CSM team. You will be accountable for setting strategy, driving operational and commercial performance, and ensuring consistent, high-quality client outcomes.

* Lead, mentor and develop a team of approximately 10-12 Client Success Managers acting as primary relationship owners and escalation points for Community and Credit Union core banking clients.
* Define and execute a client success strategy anchored in Community and Credit Union cores (e.g., Horizon, Affinity Edge), delivering operational excellence, client satisfaction, and value realisation.
* Own senior client relationships, engaging regularly with executive stakeholders to manage strategic priorities, complex escalations, and transformational initiatives.
* Drive strong commercial discipline across the Client Success organisation, including retention, revenue protection, and close collaboration with Sales and Solution teams on growth opportunities.
* Act as solution-level leader for Community and Credit Union cores, providing direction on client adoption, service models, and solution evolution.

What you bring

* Proven leadership experience managing and developing individual contributors in client-facing or customer success environments, with a strong focus on coaching and mentoring.
* Significant experience within banking or core banking ecosystems, gained in fintech or in-house banking roles.
* Strong executive presence with the ability to lead senior internal and external stakeholder conversations and influence outcomes.
* Solid operational and commercial acumen, with experience driving client satisfaction, retention, and growth in regulated environments.
* Adaptability and resilience to operate across strategic, operational, and transformational priorities.

Added bonus if you have

* Experience supporting or leading transformation initiatives from a Solutions or Platform perspective.
* Salesforce or comparable CRM experience.
* Direct exposure to Community Banking or Credit Union client segments across core platforms.

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
* A fantastic range of benefits designed to help support your lifestyle and wellbeing
* A work environment built on collaboration, flexibility and respect

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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.

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.

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