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

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

Pay

The pay range for this full-time position is $208,730.00 - $354,840.00 and reflects the minimum and maximum target for new hire salaries for this position based on the posted role, level, and location. Within the range, actual individual starting pay is determined by additional factors, including job-related skills, experience, and relevant education or training. Any changes in work location will also impact actual individual starting pay.