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We’re Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day – quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we’re involved. If you want to make an impact on a global scale, come make a difference at Fiserv.
Job Title
Head of Customer Success & Retention
Head of Customer Success
About the role
At Fiserv, the Head of Customer Success is responsible for leading a team of Customer Success Managers focused on managing, retaining, growing, and deepening relationships across a portfolio of customers.
This role is accountable for driving customer satisfaction, portfolio growth, revenue retention, and customer lifetime value through proactive account management, upselling, and cross-selling of products and services.
The successful candidate will define and deliver the Customer Success strategy, ensuring customers realise strong value from the partnership while identifying opportunities to expand revenue and strengthen long-term relationships.
What you will do
Leadership and team management
Lead, coach, and develop a high-performing team of Customer Success Managers
Set clear objectives, KPIs, and performance expectations across the team
Conduct regular performance reviews, coaching sessions, and development planning
Build a customer-focused and commercially driven team culture
Drive engagement, accountability, and continuous improvement
Customer portfolio management
Oversee a portfolio of strategic and key customer accounts
Ensure customers receive proactive support, guidance, and regular business reviews
Develop customer engagement strategies to improve satisfaction and retention
Act as executive sponsor for key customer relationships
Manage escalations and ensure timely resolution of issues
Revenue growth and commercial management
Drive portfolio growth through structured upsell and cross-sell activity
Identify opportunities to increase product penetration across existing customers
Work closely with Sales, Product, and Marketing teams to develop growth campaigns
Ensure the team maintains a strong pipeline of revenue opportunities
Support renewals and retention activity to minimise customer attrition
Customer retention and success
Develop and implement strategies to improve retention and reduce churn
Establish success plans for key accounts and track customer outcomes
Monitor customer health indicators and take proactive action where risk exists
Drive adoption of products, services, and new capabilities
Ensure customers achieve measurable value from the partnership
Strategic planning and reporting
Develop and deliver the Customer Success strategy aligned to business objectives
Analyse customer performance data and commercial trends
Present regular portfolio performance updates to senior leadership
Use data and insights to improve engagement and revenue performance
Lead strategic initiatives to improve customer experience and operational efficiency
What you will need to have
Experience in Customer Success, Account Management, Relationship Management, or Sales leadership
Proven track record of leading customer-facing teams
Experience managing large customer portfolios and strategic accounts
Demonstrated success in driving revenue growth through upselling and cross-selling
Strong commercial acumen with responsibility for customer revenue performance
Experience developing and implementing customer retention strategies
What would be great to have
Experience in payments, financial services, SaaS, technology, or B2B services
Knowledge of customer lifecycle management and customer success methodologies
Experience using CRM platforms and customer analytics tools
Key strengths for success
The successful candidate will be a commercially focused leader who can build strong customer relationships while driving measurable revenue growth. They will combine strategic thinking with hands-on leadership, ensuring the Customer Success team delivers strong customer outcomes, high retention, and meaningful upsell and cross-sell performance across the portfolio.
Thank you for considering employment with Fiserv. Please:
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Apply using your legal name
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Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).
Our commitment to Diversity and Inclusion:
Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law.
Note to agencies:
Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.
Warning about fake job posts:
Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.
