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 retention, expansion and long-term partnerships across a portfolio of high-value accounts. The role owns the full commercial health of the accounts and requires residence in Sydney or Melbourne.

Key responsibilities

• Build and sustain deep, trust-based relationships with C-level and senior executive stakeholders, acting as a credible strategic advisor
• 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 outcomes such as reduced credit losses, improved decisioning, optimised collections and stronger fraud defences
• Partner with customers on measurable outcomes beyond adoption metrics
• Orchestrate a cross-functional team of solution consulting, product, professional services and sales, and map the full stakeholder landscape
• Lead renewals conversations with a clear understanding of revenue goals and margin considerations
• Advocate for customer insights internally to shape product roadmap, go-to-market strategy and executive priorities
• Maintain accurate forecasting and account reporting in Salesforce

Required profile

• Senior customer-facing experience, 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
• Track record of engaging and influencing C-level executives and of owning and growing revenue targets, managing renewals and driving expansion
• Ability to build sophisticated, multi-stakeholder account plans and to lead cross-functional teams without formal authority
• Bachelor's degree in Business, Finance or a related field, or equivalent professional experience
• Full professional fluency in English

Required skills

• Account management and renewal leadership
• Forecasting and reporting in Salesforce

What we offer

• Inclusive culture and professional development opportunities
• Competitive compensation, benefits and rewards programs
• Work/life balance, employee resource groups and social events