Strategic Customer Success Manager (Credit Risk)

About the role

FICO is looking for a Strategic Customer Success Manager to act as an executive partner to its most important customers, driving transformational outcomes and sustainable growth across a portfolio of high-value accounts. The role owns the full commercial health of accounts, acting as the primary driver of retention, expansion and executive alignment. It is a senior, commercially oriented position for someone who operates naturally at C-suite level, and requires residence in Sydney or Melbourne.

Key responsibilities

• Build and sustain deep, trust-based relationships with C-level and senior executive stakeholders, positioning FICO's solutions to customers' business models and board-level priorities.
• Develop and execute multi-year account strategies that surface upsell and cross-sell opportunities and drive net revenue retention.
• Act as a subject matter expert in credit risk, customer lifecycle management, fraud or decisioning, engaging credibly with Chief Risk Officers and Heads of Collections.
• Translate FICO's platform capabilities into business impact such as reduced credit losses, better acquisition decisioning, optimised collections and stronger fraud defences.
• Partner with customers to define and deliver measurable outcomes beyond adoption metrics.
• Orchestrate a cross-functional team of solution consulting, product, professional services and sales, and map the full stakeholder landscape within accounts.
• Lead renewals conversations with a clear understanding of revenue goals and margin considerations.
• Act as the strategic voice of customers internally, feeding back on credit risk trends, regulation and competition to influence product roadmap and go-to-market strategy.
• Maintain accurate forecasting and account reporting in Salesforce.

Required profile

• 10+ years in a senior customer-facing role such as strategic account management, enterprise customer success or management consulting, preferably in financial services SaaS or technology.
• Deep domain expertise in financial services, with direct experience in credit risk management, customer lifecycle management, fraud prevention or decisioning and analytics platforms.
• Proven track record of engaging C-level executives, growing revenue targets, managing renewals and driving expansion across enterprise accounts.
• Bachelor's degree in Business, Finance or a related field, or equivalent professional experience.
• Full professional fluency in English.

Required skills

• Account planning and multi-stakeholder engagement
• Renewals and forecasting in Salesforce
• Executive presence and communication

What we offer

• A high-performance culture with recognition, rewards and career development.
• Competitive base salary with significant bonus potential tied to company and individual performance.
• Comprehensive benefits program.