Customer Success - Associate Partner

Talent Acquisition - Sr Consultant at FICO

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 organizations.

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

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.

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