CSM - Singapore

FICO is seeking a Customer Success Manager to drive customer retention, expansion, and advocacy within their LAER go-to market model, focusing on maximizing ARR growth and preventing churn for clients in the financial services sector.

Location: Singapore

Responsibilities

• Build and maintain 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
• Develop and execute comprehensive account plans aligned with customer business objectives in partnership with Key Account Manager
• Monitor and analyze 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

Requirements

• Bachelor’s degree or equivalent experience gained in a commercial environment.
• Extensive Credit Risk or Fraud Domain experience.
• Experience with managing SaaS solutions for tier one financial services institutions.
• The ability to understand client’s objectives, support and guide their thought process to identify success criteria.
• Proven track record managing customer renewals with high retention rates.
• Creative thinker with the ability to manage complex, multi-stakeholder customer relationships.

Benefits

• An inclusive culture reflecting core values: Act Like an Owner, Delight Our Customers, Earn Respect.
• Opportunity to develop professionally and leverage strengths.
• Highly competitive compensation, benefits, and rewards programs.
• Engaging, people-first work environment with work/life balance, employee resource groups, and social events.