Client Success Lead

Job description

Calling all innovators – find your future at Fiserv. We’re Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day – quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we’re involved. If you want to make an impact on a global scale, come make a difference at Fiserv. Job Title Client Success Lead About your role:As a Customer Success Lead, you will own the end-to-end merchant lifecycle, driving retention, revenue growth, and long-term value across the portfolio. You will define and execute lifecycle strategies, using data, insight, and cross-functional coordination to reduce churn, unlock expansion opportunities, and improve customer outcomes. In this role, you will help build a scalable, insight-led customer success model that strengthens engagement, protects recurring revenue, and supports sustainable growth. What you’ll do:Design and deliver a scalable customer success model, including high-touch coverage for strategic accounts and efficient engagement for volume segments. Define lifecycle stages, triggers, and engagement models to proactively manage customer risk and value. Embed a consistent, insight-led approach across all customer touchpoints. Own renewal strategy, forecasting, and retention playbooks that reduce churn and improve portfolio performance. Identify and execute upsell and cross-sell opportunities to grow revenue across the existing merchant base. Partner with Sales and Retentions to protect and expand recurring revenue. Leverage CRM and performance data to identify leading indicators of customer health, retention risk, and growth opportunity. Track and analyze key performance indicators including churn, retention, customer lifetime value, and engagement. Translate insights into clear, outcome-focused actions across teams. Define segmented engagement models aligned to merchant value, needs, and lifecycle stage. Ensure a consistent, high-quality customer experience across the lifecycle. Act as the voice of the customer to influence product and service improvements. Align Sales, Retentions, Operations, and Product around lifecycle priorities, interventions, and outcomes. Provide clear frameworks and playbooks to support consistent cross-functional execution. Responsibilities listed are not intended to be all-inclusive and may be modified as necessary. Experience you’ll need to have:Bachelor’s degree or an equivalent combination of education, work, and/or military experience. Strong commercial mindset with a focus on revenue retention and growth. Experience in customer success, lifecycle management, account management, or retention strategy roles. Proven ability to influence outcomes across teams without direct line management responsibility. Strong analytical skills with the ability to interpret data and drive action. Excellent stakeholder management and communication skills. Ability to operate both strategically and tactically in a fast-paced environment. Experience that would be great to have:Experience in payments, fintech, or merchant acquiring. Experience working with or alongside retention or customer success teams. Familiarity with lifecycle management tools, CRM systems, and customer analytics. Experience designing segmentation and engagement models. Track record of delivering measurable improvements in retention and customer lifetime value. Thank you for considering employment with Fiserv. Please: Apply using your legal name Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable). Our commitment to Diversity and Inclusion: Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law. Note to agencies: Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions. Warning about fake job posts: Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.