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 Senior Director of Customer Success, the Customer Success Manager (CSM) plays a pivotal role in supporting your customer lifecycle, developing outstanding customer relationships through the highest levels of on-going support. Individuals in the CSM role have a passion for technology that delivers business outcomes and understand how to retain and grow clients through a focus on their success. In this role you will act as the primary point of contact for your customers and help them leverage the FICO platform to drive expansion and retention of their business. As a CSM you will be responsible for success, education, enablement, upsell/cross-sell, renewal, prevention of churn and everything in between for your customers. You'll develop a deep understanding of our customers' business and their objectives. Working in close collaboration with our Account Management teams, you'll identify and articulate how our solutions support the achievement of the Customers' strategic business goals. Our CSM's understand the 'health' of our customer relationships, ensuring they grow into and remain FICO advocates." - Hiring Manager

What You'll Contribute

• Drive customer success from day one to renewal and beyond – You'll serve as the primary contact throughout the entire customer lifecycle, helping customers maximize adoption of FICO solutions while ensuring they achieve continuous value delivery, seamless renewals, and capitalize on new business opportunities that align with their objectives.

• Build strategic partnerships that fuel growth – Develop and maintain deep engagement across customer business areas while collaborating with Key Account Managers to execute account plans, helping customers identify opportunities to expand their use of the FICO platform while leveraging these partnerships for testimonials and referrals that strengthen our market presence.

• Master the art of risk mitigation and opportunity creation – Proactively identify and address churn risks while prioritizing customer engagement based on their growth potential and strategic value, ensuring customers can confidently forecast stable revenue through optimized use of FICO solutions and expanded platform penetration.

• Lead seamless implementations and transitions – Guide customers through onboarding from sales handoff to successful go-live, managing training sessions and project kickoffs while coordinating with professional services to help customers navigate timelines, budget considerations, and operational readiness on the FICO platform.

• Navigate complex deals with precision – Support customers through RFP responses, security questionnaires, and contract negotiations while maintaining accurate deal management in Salesforce, ensuring customers receive proper internal approvals and helping them maximize value through renewal negotiations and additional service opportunities.

• Expand your influence beyond the desk – Attend industry conferences to build networks, enhance FICO's brand visibility, and stay current with market trends that can help your customers better leverage our platform for their evolving business needs.

What We're Seeking

• Educational foundation and proven track record – Bachelor's degree or equivalent commercial experience, with demonstrated responsibility for helping clients with complex use cases and multiple stakeholders successfully navigate renewal, upsell, and expansion into new business units.

• Industry expertise that matters – Strong background in SaaS, software, or platform-based tools combined with exceptional client management skills in the software industry and the ability to understand customer objectives while guiding them toward measurable success through platform optimization.

• The consultant mindset – You're seen as a trusted advisor with exceptional consultative skills, including clear communication, active listening, and the ability to inspire confidence while helping customers overcome challenges. You can help customers understand value-based solutions alongside Sales and Pre-Sales teams with confidence and creativity.

• Operational excellence – High levels of organization and attention to detail with a track record of taking ownership of customer situations and helping them achieve resolution. You're a creative problem-solver who helps customers thrive in dynamic environments.

• Collaborative leadership – A natural team player who excels in collaborative environments while having the initiative to take charge when customers need guidance, always maintaining focus on helping them achieve success and optimal business outcomes through the FICO platform.

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.

• The targeted base pay range for this role is: $84,000 to $132,000 with this range reflecting differences in candidate knowledge, skills and experience.
   

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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.  You’ll 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 — FICO® Scores are used by 90 of the top 100 US lenders.

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

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

Global trends toward digital transformation have created tremendous demand for FICO’s solutions, placing us among the world’s top 100 software companies by revenue. We help many of the world’s 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 that’s nurtured by a diverse and inclusive environment. We’ll 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 www.fico.com/Careers

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 we’re 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 don’t meet all stated qualifications. While our qualifications are clearly related to role success, each candidate’s 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.

Information submitted with your application is subject to the FICO Privacy policy at https://www.fico.com/en/privacy-policy