Overview
Customer Success – Associate Partner Jobs in Hamilton, Canada at FICO
The Opportunity
Reporting directly to the Regional Senior Director of Customer Success, the Customer Success Manager (CSM) plays a pivotal role in supporting the customer lifecycle and developing outstanding customer relationships through the highest levels of ongoing support. The primary responsibilities include driving expansion and retention across a customer portfolio, providing education, enablement, upsell/cross‑sell, renewal, and churn prevention for each client.
This is a high‑visibility position supporting one of Canada’s major financial institutions. Deep knowledge of the Canadian banking landscape and enterprise financial services operations is a key asset.
What You’ll Contribute
- Customer Lifecycle & Relationship Management:
Drive adoption of FICO solutions, ensure continuous value delivery, renewals, and new business opportunities. Serve as the primary contact across the customers’ full lifecycle, fostering long‑term partnerships built on trust and measurable outcomes. Proactively identify and mitigate churn risks while maintaining close alignment with customer objectives and strategic priorities. - Revenue Growth & Commercial Execution:
Work with Key Account Managers to develop and execute account plans, ensuring stable revenue forecasts and healthy pipeline coverage. Identify upsell and cross‑sell opportunities, generate testimonials, referrals, and case studies, support marketing efforts, and deepen customer penetration. Ensure accurate deal management within Salesforce and oversee internal approvals for key deals. - Onboarding & Implementation Support:
Oversee seamless customer onboarding, ensuring high satisfaction and smooth go‑lives. Lead the transition from sales to professional services, ensuring effective knowledge transfer and continuity of relationship. Manage training sessions, project kickoffs, and client engagement activities to drive implementation success; monitor escalations, project timelines, and budget adjustments in collaboration with professional services teams, and facilitate go‑live processes, including security and support planning. - Renewals & Contract Management:
Prioritize engagement based on risk, growth potential, and strategic value; coordinate RFP responses, security questionnaires, and contract negotiations; proactively identify additional service opportunities that extend client value.
What We’re Seeking
- Bachelor’s degree or equivalent commercial experience.
- Demonstrated experience managing clients with complex use cases and multiple stakeholders, fully responsible for renewal, upsell, and expansion.
- Background in SaaS, software, or platform‑based tools with strong client‑management skills in the software industry.
- Deep familiarity with Canadian financial services, ideally supporting one or more of Canada’s major banks.
- Ability to understand customer objectives and guide clients toward measurable success outcomes.
- Skilled in value‑based solution presentation, collaborating with Sales and Pre‑Sales to build compelling business cases.
- Highly organized and detail‑oriented; takes ownership of customer situations and sees everything through to resolution.
- Trusted advisor with exceptional consultative skills: clear communication, active listening, confidence, and objection handling with senior and executive stakeholders.
- Creative problem‑solver who adapts to dynamic, fast‑moving environments.
- Collaborative team player who also takes initiative and drives outcomes independently.
Our Offer to You
- Inclusive culture reflecting our core values:
Act Like an Owner, Delight Our Customers, and Earn the Respect of Others. - Professional growth through learning experiences and development opportunities, leveraging your unique strengths.
- Highly competitive compensation, benefits and rewards programs that recognize excellence.
- People‑first work environment promoting work/life balance, employee resource groups, and social events.
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Title: Customer Success – Associate Partner
Company: FICO
Location: Hamilton, Canada
Category: