CSM

**FICO (NYSE: FICO)** is a leading global analytics software company, helping businesses in 100+ countries make better decisions. Join our world-class team today and fulfill your career potential! **The Opportunity** We are seeking a dynamic Customer Success Manager to drive customer retention, expansion, and advocacy within our LAER (Land, Adopt, Expand, Renew) go-to market model. This role is critical to ensuring customer success throughout their lifecycle, maximizing ARR growth, and preventing churn through proactive relationship management and strategic account planning. Our clients are blue chip organisations. **What You’ll Contribute** * Build and maintain strong relationships across all customer stakeholder levels (C-suite to end users) * Lead post-sale onboarding and implementation to drive product adoption and time-to-value * Identify and qualify expansion opportunities, collaborating with sales teams to grow account ARR * Own renewal strategy and execution, ensuring high retention rates and contract value preservation * In partnership with Key Account Manager, develop and execute comprehensive account plans aligned with customer business objectives * Monitor and analyse customer health metrics, usage patterns, and adoption trends to identify risks and opportunities * Proactively engage with customers to understand their strategic direction and evolving needs, conducting regular business reviews, health checks, and strategic planning sessions * Act as customer advocate internally while representing company interests externally * Coordinate crossfunctional teams (Support, Product, Engineering, Sales) to deliver customer outcomes * Develop and implement customer training programs and enablement initiatives * Manage customer-impacting programs (upgrades, migrations, product changes) * Track and report on customer satisfaction, Net Promoter Score, and key success metrics **What We’re Seeking** * Bachelor’s degree or equivalent experience gained in a commercial