Client Success Lead
Calling all innovators – find your future at Fiserv. 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 Client Success Lead About your role: As a Customer Success Lead, you will own the end-to-end merchant lifecycle, driving retention, revenue growth, and long-term value across the portfolio.
You will define and execute lifecycle strategies, using data, insight, and cross-functional coordination to reduce churn, unlock expansion opportunities, and improve customer outcomes. In this role, you will help build a scalable, insight-led customer success model that strengthens engagement, protects recurring revenue, and supports sustainable growth
What You’ll Do
- Design and deliver a scalable customer success model, including high-touch coverage for strategic accounts and efficient engagement for volume segments.
- Define lifecycle stages, triggers, and engagement models to proactively manage customer risk and value.
- Embed a consistent, insight-led approach across all customer touchpoints.
- Own renewal strategy, forecasting, and retention playbooks that reduce churn and improve portfolio performance.
- Identify and execute upsell and cross-sell opportunities to grow revenue across the existing merchant base.
- Partner with Sales and Retentions to protect and expand recurring revenue.
- Leverage CRM and performance data to identify leading indicators of customer health, retention risk, and growth opportunity.
- Track and analyze key performance indicators including churn, retention, customer lifetime value, and engagement.
- Translate insights into clear, outcome-focused actions across teams.
- Define segmented engagement models aligned to merchant value, needs, and lifecycle stage.
- Ensure a consistent, high-quality customer experience across the lifecycle.
- Act as the voice of the customer to influence product and service improvements.
- Align Sales, Retentions, Operations, and Product around lifecycle priorities, interventions, and outcomes.
- Provide clear frameworks and playbooks to support consistent cross-functional execution.
- Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.
- Experience you’ll need to have: Bachelor’s degree or an equivalent combination of education, work, and/or military experience.
- Strong commercial mindset with a focus on revenue retention and growth.
- Experience in customer success, lifecycle management, account management, or retention strategy roles.
- Proven ability to influence outcomes across teams without direct line management responsibility.
- Strong analytical skills with the ability to interpret data and drive action.
- Excellent stakeholder management and communication skills.
- Ability to operate both strategically and tactically in a fast-paced environment.
- Experience that would be great to have: Experience in payments, fintech, or merchant acquiring.
- Experience working with or alongside retention or customer success teams.
- Familiarity with lifecycle management tools, CRM systems, and customer analytics.
- Experience designing segmentation and engagement models.
- Track record of delivering measurable improvements in retention and customer lifetime value.
- Thank you for considering employment with Fiserv.
- Please: Apply using your legal name 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
- any other category protected by law.
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