Client Success Manager, OnDemand

Job Description

About FIS 

As the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company, and person on the planet. At FIS, you’ll join inclusive, collaborative teams that innovate together and celebrate success together. If you’re ready to help shape the future of fintech, we’d like to ask you: Are you FIS? 

About the Role 

The OnDemand Client Success Manager (CSM) plays a critical role in helping clients realize value from FIS solutions through a scaled, ondemand engagement model. Rather than supporting a single named account portfolio, this role provides flexible, prioritized, and outcomefocused support to a broader client base aligned to a specific solution area. 

The OnDemand CSM acts as a trusted advisor during key moments in the client lifecycle—driving adoption, addressing challenges, mitigating risk, and supporting renewals—while delivering a consistent, highquality client experience at scale. 

About the Team 

The OnDemand Client Success team is part of FIS’s broader Client Success organization and supports clients through a scaled coverage model designed to deliver efficient, responsive, and measurable value. The team partners closely with Sales, Product, Support, and Professional Services to ensure clients receive the right level of expertise at the right time. 

What You Will Be Doing 

• Serve as a subject matter expert for assigned solutions, providing guidance to clients focused on adoption, optimization, and value realization. 

• Manage a scaled portfolio of clients, prioritizing engagement based on client needs, health indicators, and business impact. 

• Proactively engage clients at key lifecycle moments through timebound, needsbased interactions. 

• Analyze product usage and client health data to identify risks, improve adoption, and support retention. 

• Collaborate crossfunctionally with Sales, Product, Support, and Professional Services to resolve issues and deliver successful outcomes. 

• Capture and communicate client feedback and insights to internal teams to help improve products and client experiences. 

• Identify and surface expansion signals and value insights to Sales partners as appropriate. 

• Contribute to renewal efforts by articulating the value clients have realized from FIS solutions. 

What You Will Need 

• 5–7 years of experience in Client Success, Account Management, Client Service/Support, or similar clientfacing roles. 

• Bachelor’s degree or equivalent relevant experience; experience in financial services or fintech preferred. 

• Strong ability to communicate business value clearly and effectively to a variety of client stakeholders. 

• Analytical mindset with experience using data and reporting tools (e.g., Tableau or similar) to generate insights. 

• Excellent communication and presentation skills. 

• Proven ability to manage multiple clien