Customer Success - Partner (Director Equivalent)

About the Role

As a Strategic Customer Success Manager at FICO, you will serve as a trusted executive collaborator for key clients, overseeing transformational progress and fostering sustainable growth within a portfolio of high-value accounts. This senior position demands a candidate comfortable engaging with C-suite executives, capable of aligning FICO's platform capabilities with the strategic objectives of customers to cultivate long-lasting, expanding partnerships. You will be responsible for the overall commercial health of assigned accounts, including retention, expansion, and ensuring executive-level alignment. Candidates must reside in Sydney or Melbourne.

Key Responsibilities

• Establish and nurture deep, trust-based relationships with C-level and senior executives, acting as a strategic advisor who comprehends clients' business models, competitive landscapes, and boardroom priorities to position FICO solutions effectively.
• Develop and implement multi-year account strategies aimed at expanding business opportunities by identifying upsell and cross-sell potential aligned with customers' strategic plans to drive net revenue retention.
• Demonstrate expert knowledge in credit risk, customer lifecycle management, fraud prevention, or decisioning, enabling credible dialogue with senior risk officers and delivering insightful guidance on their strategies.
• Translate FICO’s platform functionalities into measurable business outcomes such as lowered credit losses, optimized acquisition decisions, improved collections strategies, or enhanced fraud protection without relying solely on solution consultants.
• Collaborate with clients to define and achieve ambitious, quantifiable results that show FICO's significant impact on their operational performance and competitive stance.
• Coordinate cross-functional teams—including solution consultants, product specialists, professional services, and sales—to ensure a seamless customer experience, leading internal efforts to align resources around strategic priorities without direct authority.
• Identify and engage a broad range of stakeholders within accounts, from technical personnel to executives, fostering organizational support and mitigating risks related to dependence on single contacts.
• Lead renewal negotiations, prioritizing FICO’s revenue and margin goals while treating each account as an independent business entity.
• Act as the internal advocate for clients by gathering and interpreting feedback and market intelligence, particularly on credit risk trends, regulatory changes, and competitive dynamics, to influence FICO’s products, strategy, and executive focus.
• Maintain precise, insightful forecasts and reporting using Salesforce to provide leadership with transparent views of account health, commercial risks, and sales pipelines.

Candidate Profile

• Proven senior-level experience in customer-facing roles such as strategic account management or enterprise customer success, preferably within financial services SaaS or related technology sectors.
• Comprehensive knowledge in financial services domains, including credit risk management, lifecycle management, fraud prevention, or analytics platforms.
• Established capability to engage and influence C-level executives by conveying complex technological offerings as clear business benefits.
• Strong track record managing revenue targets, orchestrating contract renewals, and expanding account portfolios commercially.
• Expertise in creating and executing intricate account plans that align customer objectives with corporate growth strategies.
• Excellent executive presence and communication skills suitable for formal presentations and detailed working sessions.
• A strategic and analytical approach using data to identify risks and prioritize resource allocation across accounts.
• Experience leading cross-functional teams and coordinating stakeholders within matrix organizations without formal authority.
• Possess a Bachelor’s degree in Business, Finance, or an equivalent field, or equivalent professional experience.
• Fluency in professional English communication.

What We Offer

• A culture focused on high performance, recognition, rewards, and meaningful career growth.
• An inclusive workplace emphasizing core values: ownership, customer delight, and mutual respect.
• Competitive salary complemented by significant performance-based bonuses.
• A comprehensive benefits package supporting your well-being.