Job Description

FICO (NYSE: FICO) is a leading global analytics software company, helping businesses in 100+ countries make better decisions. Join our world-class team today and fulfill your career potential!
The Opportunity
"Reporting directly to the Regional Director of Customer Success, the Customer Success Manager (CSM) plays a pivotal role supporting the post-sales customer lifecycle, developing outstanding customer relationships through the highest levels of on-going support. Our CSMs are the main interface for all post-sale related inquiries and build relationships with key stakeholders as a trusted advisor. They are responsible for customer retention and the prevention of churn across our customer base. Youll develop a deep understanding of our customers business and their objectives. Working in close collaboration with our Account Management teams, youll identify and articulate how our solutions support the achievement of the Customers strategic business goals. Our CSMs understand the xe2x80x98health of our customer relationships, ensuring they grow into and remain FICO advocates." - Hiring Manager
What Youll Contribute
Customer Success & Relationship Management:
Drive adoption of FICO solutions, ensuring continuous value, renewals, and new business opportunities.
Serve as the primary post-sale contact, fostering long-term client partnerships.
Proactively identify and mitigate churn risks while aligning with customer objectives.
Develop and maintain engagement across customer business areas, collaborating with internal FICO teams.
Collaboration & Business Growth:
Work with Account Managers to develop and execute account plans, ensuring stable revenue forecasts.
Identify upsell and cross-sell opportunities while leveraging client relationships for testimonials and referrals.
Support marketing efforts and identify paths to strengthen customer penetration.
Attend industry conferences to expand networks and enhance brand visibility.
Strategic Initiatives & Process Management:
Oversee seamless customer onboarding, ensuring satisfaction and smooth go-lives.
Support customer renewals by prioritizing engagement based on risk, growth potential, and strategic value.
Coordinate RFP responses, security questionnaires, and contract negotiations.
Ensure accurate deal management within Salesforce and oversee internal approvals for key deals.
Project Implementation & Support:
Lead the transition from sales to professional services, ensuring effective knowledge transfer.
Manage training sessions, project kickoffs, and client engagement for implementation success.
Monitor escalations, project timelines, and budget adjustments in collaboration with professional services.
Ensure operational readiness and facilitate go-live processes, including security and support planning.
Assist in renewal contract negotiations and identify additional service opportunities.
What Were Seeking
Bilingual (French & English) essential for supporting priority clients in Quebec.
Bachelors degree or equivalent commercial experience.
Proven track record in customer success within complex client environments.
Experience in SaaS, software, or platform-based tools.
Strong client management skills in the software industry.
Ability to understand customer objectives and guide them toward success.
Skilled in value-based solution presentation alongside Sales and Pre-Sales teams.
Creative problem-solver, able to adapt to dynamic environments.
Seen as a trusted advisor, instilling confidence in stakeholders.
A team player who thrives in a collaborative environment while taking initiative when needed.
Our Offer to You
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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Why Make a Move to FICO?
At FICO, you can develop your career with a leading organization in one of the fastest-growing fields in technology today Big Data analytics. Youll play a part in our commitment to help businesses use data to improve every choice they make, using advances in artificial intelligence, machine learning, optimization, and much more.
FICO makes a real difference in the way businesses operate worldwide:

• Credit Scoring xe2x80x94 FICOxc2xae Scores are used by 90 of the top 100 US lenders.

• Fraud Detection and Security xe2x80x94 4 billion payment cards globally are protected by FICO fraud systems.

• Lending xe2x80x94 3/4 of US mortgages are approved using the FICO Score.

Global trends toward digital transformation have created tremendous demand for FICOs solutions, placing us among the worlds top 100 software companies by revenue. We help many of the worlds largest banks, insurers, retailers, telecommunications providers and other firms reach a new level of success. Our success is dependent on really talented people just like you who thrive on the collaboration and innovation thats nurtured by a diverse and inclusive environment. Well provide the support you need, while ensuring you have the freedom to develop your skills and grow your career. Join FICO and help change the way business thinks!
Learn more about how you can fulfil your potential at
FICO promotes a culture of inclusion and seeks to attract a diverse set of candidates for each job opportunity. We are an equal employment opportunity employer and were proud to offer employment and advancement opportunities to all candidates without regard to race, color, ancestry, religion, sex, national origin, pregnancy, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Research has shown that women and candidates from underrepresented communities may not apply for an opportunity if they dont meet all stated qualifications. While our qualifications are clearly related to role success, each candidates profile is unique and strengths in certain skill and/or experience areas can be equally effective. If you believe you have many, but not necessarily all, of the stated qualifications we encourage you to apply.
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