At FICO, we're helping the world's leading banks and financial institutions make smarter decisions through advanced analytics, AI, decision management, credit risk, fraud prevention, and customer lifecycle solutions.
As a Strategic Customer Success Manager, you'll partner with a portfolio of FICO's largest enterprise customers, acting as a trusted advisor to executive stakeholders while driving customer value, commercial growth, and long-term strategic partnerships.
This is a highly strategic, commercially focused Customer Success role for someone who combines deep financial services expertise with strong executive relationship management and enterprise account leadership.
What You'll Do
- Build Executive Relationships, Develop trusted relationships with C-level executives, including Chief Risk Officers, Chief Data Officers, Heads of Credit, Heads of Fraud, and senior business leaders across major financial institutions
- Act as a strategic advisor by understanding each customer's business priorities, market challenges, and growth strategy, while positioning FICO as a long-term technology partner
- Drive Customer Success and Business Growt
- Own the commercial success of a portfolio of strategic enterprise accounts by driving
Renewal
Net Revenue Retention (NRR)
Upsell opportunities
Cross-sell opportunities
Develop and execute multi-year account plans aligned with each customer's strategic objectives
- Apply Financial Services Domain Expertise & Leverage your expertise in one or more of the following domains
- Decision Management
- Lending
- Customer Lifecycle Management
- Analytic
- Banking Technology
- Confidently engage with senior banking executives on industry trends, regulatory changes, lending strategies, fraud management, and customer decisioning
- Deliver Strategic Business Outcome & translate FICO's software platform capabilities into measurable business outcomes, including
- Improved credit decisioning
- Reduced credit loss
- Better customer acquisition
- Enhanced fraud prevention
- Increased operational efficiency
- Help customers maximise the value of their investment in FICO solutions
- Partner with Sales, Professional Services, Product Management, Solution Consulting, and Customer Support teams to deliver an exceptional customer experience
- Lead through influence in a highly matrixed global organisation
- Lead executive business reviews and renewal discussions
- Identify expansion opportunities across the FICO portfolio
- Maintain accurate forecasts, account plans, pipeline visibility, and customer health information in Salesforce
- Provide customer feedback and market insights that influence FICO's product strategy, go-to-market initiatives, and future innovation
What We're Looking For
- Experience of 10+ years' experience in Enterprise Customer Success, Strategic Account Management, Client Partner, Enterprise Sales, Management Consulting, or Customer Value Management
- Experience managing enterprise customers within Financial Services or Banking Technology
- Proven success growing strategic enterprise accounts through renewals, upselling, and cross-selling
- Experience engaging C-suite executives within major financial institutions
Domain Expert
Strong experience in one or more of the following
- Credit Risk and lending
- Customer Decisioning
- Analytics Decision Management Platforms
- Banking Software
Qualification
- Bachelor's degree in Business, Finance, Economics, Technology, or related discipline (or equivalent experience)
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Customer Success Manager (Credit risk domain mandatory) in Sydney employer: FICO
At FICO, we pride ourselves on being an exceptional employer that fosters a collaborative and innovative work culture. As a Domain Pre Sales - Principal Consultant, you'll have the opportunity to engage with C-suite stakeholders while working in a dynamic environment that encourages professional growth and development. With a focus on employee well-being and a commitment to diversity, our team thrives on creating meaningful solutions for clients across the ANZ region, making this role not just a job, but a rewarding career path.
