Customer Success Associate Partner
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Job Description
Customer Success Manager responsible for managing client relationships and ensuring value delivery for FICO's solutions in Canada's major financial institutions.
Responsibilities:
- Reporting directly to the Regional Senior Director of Customer Success.
- 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.
- 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.
- 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.
Requirements:
- 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 — you take ownership of customer situations and see everything through to resolution.
- Recognized as a trusted advisor, with exceptional consultative skills: the ability to communicate clearly, actively listen, inspire confidence, and overcome objections with senior and executive stakeholders.
- 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.
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.
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