Director - Client Success Manager (Analytics; Banking)

FICO is a leading global analytics software company that helps businesses make better decisions. They are seeking a Director - Client Success Manager to manage post-sale relationships with clients and partners in the mortgage industry, ensuring operational stability and driving adoption of FICO Score solutions.

Responsibilities:

• 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