Customer Success Manager (Credit risk/Decisioning/Fraud/Analytics)

About FICO

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 D

• 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

Customer retention

Renewal

Net Revenue Retention (NRR)

Upsell opportunities

Cross-sell opportunities

Executive engagement

Long-term account growth

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

Credit Risk Management

Decision Management

Lending

Customer Lifecycle Management

Fraud Prevention

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 losse

Better customer acquisition

Optimised collections strategies

Enhanced fraud prevention

Increased operational efficiency

Improved customer experience

• 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 Manageme
• Experience managing enterprise customers within Financial Services or Banking Technology
• Proven success growing strategic enterprise accounts through renewals, upselling, and cross-selli
• Experience engaging C-suite executives within major financial institutions

Domain Expert

Strong experience in one or more of the following

• Credit Risk and lending
• Fraud Management
• Customer Decisioning
• AnalyticsDecision Management Platforms
• Banking Software
• Financial Crime
• Customer Lifecycle Management

Qualification

• Bachelor's degree in Business, Finance, Economics, Technology, or related discipline (or equivalent experience)
• Fluent English
• Australian work rights
• Based in Sydney or Melbourne