Director, Client Success Manager – Analytics, Banking

Role Overview

• Own and manage day‑to‑day post‑sale relationships with assigned clients and partners, serving as the primary point of contact for ongoing engagement.
• Maintain existing revenue by driving adoption, correct usage, and operational stability across FICO Score solutions.
• Understand consumer lending analytic eco-system within assigned clients.
• Develop strong relationships with client analytic user community across LOB's, including P&L owners, Risk Leadership, and Model Governance teams.
• Proactively identify risks to renewal, usage, or client experience and coordinate mitigation plans across internal teams.
• Review application and transactional activities regularly to identify material changes impacting revenue; communicate findings to Revenue Accounting.
• Understand client and partner commercial agreements and contractual levers; explain and reinforce contract terms to ensure compliant usage.
• Identify expansion opportunities and collaborate with the Scores Sales Executive on solution design, pricing changes, and commercial alignment.
• Provide usage analysis, client insight, and operational readiness to support expansion and upsell motions.
• Support the SSE in the renewal process as required.
• Communicate and showcase new product features and enhancements to clients and partners.
• Support change‑management planning to avoid disruption to client experience during product or operational changes.
• Review client invoicing produced by Finance and partner with internal teams to resolve billing or usage discrepancies.
• Capture and communicate client feedback and requests into the Line of Business product roadmap.

Requirements

• Bachelor’s degree required; advanced degree a plus.
• Significant experience managing post‑sale client relationships in B2B software, analytics, or data licensing environments.
• Strong understanding of commercial agreements, licensing models, and revenue drivers.
• Ability to analyze usage, transactional, and revenue data to identify risks and opportunities.
• Excellent communication and stakeholder management skills, including executive‑level interaction.
• Demonstrates strong ability to develop a deep knowledge base of FICO products and offerings while expertly integrating this information into client-facing presentations and discussions to address complex issues and questions.
• Proven ability to operate in a matrixed, cross‑functional environment with Sales, Finance, Support, and Product teams.
• Strong organizational, prioritization, and follow‑up skills with a customer‑first mindset.
• Travel as required, with approximately up to 25% of time spent outside the office in on-site presentations, conferences, and client meetings. May be required to work outside of normal business hours and travel on weekends.

Benefits

• An inclusive culture that strongly reflects our core values: Act Like an Owner, Delight Our Customers and Earn the Respect of Others.
• The opportunity to make an impact and develop professionally by leveraging your unique strengths and participating in valuable learning experiences.
• Highly competitive compensation, benefits and rewards programs that encourage you to bring your best every day and be recognized for doing so.
• An engaging, people-first work environment offering work/life balance, employee resource groups, and social events to promote interaction and camaraderie.