Director - Client Success Manager

FICO

4d

About The Position

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 "If you're looking for your next opportunity to make a meaningful business impact across the mortgage industry, bring business expertise to FICO's Scores division, where you will partner with mortgage servicers helping them grow and serve customers. FICO's Scores unit is home to the world's #1 credit score – the FICO® Score – that powers over 10 billion decisions each year." – B2B Scores Sales and Client Success, Vice President.

Requirements

• Bachelor’s degree required; advanced degree a plus.
• Significant experience managing post‑sale client relationships in B2B software, analytics, or data licensing environments.
• Strong understanding of commercial agreements, licensing models, and revenue drivers.
• Ability to analyze usage, transactional, and revenue data to identify risks and opportunities.
• Excellent communication and stakeholder management skills, including executive‑level interaction.
• Proven ability to operate in a matrixed, cross‑functional environment with Sales, Finance, Support, and Product teams.
• Strong organizational, prioritization, and follow‑up skills with a customer‑first mindset.

Responsibilities

• Own and manage day‑to‑day post‑sale relationships with assigned clients and partners, serving as the primary point of contact for ongoing engagement.
• Maintain existing revenue by driving adoption, correct usage, and operational stability across FICO Score solutions.
• Proactively identify risks to renewal, usage, or client experience and coordinate mitigation plans across internal teams.
• Review application and transactional activities regularly to identify material changes impacting revenue; communicate findings to Revenue Accounting.
• Understand client and partner commercial agreements and contractual levers; explain and reinforce contract terms to ensure compliant usage.
• Identify expansion opportunities and collaborate with the Scores Sales Executive on solution design, pricing changes, and commercial alignment.
• Provide usage analysis, client insight, and operational readiness to support expansion and upsell motions.
• Communicate and showcase new product features and enhancements to clients and partners.
• Support change‑management planning to avoid disruption to client experience during product or operational changes.
• Review client invoicing produced by Finance and partner with internal teams to resolve billing or usage discrepancies.
• Capture and communicate client feedback and requests into the Line of Business product roadmap.

Benefits

• An inclusive culture that strongly reflects 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees