Customer Success Associate Partner

This is a fully remote position, open to applicants in Canada.

📋 Description

• Reporting directly to the Regional Senior Director of Customer Success.

• Foster the adoption of FICO solutions, ensuring ongoing value delivery, renewals, and the creation of new business opportunities.

• Act as the main point of contact throughout your customers’ entire lifecycle, nurturing long-term client relationships founded on trust and measurable results.

• Proactively identify and address churn risks while closely aligning with customer objectives and strategic priorities.

• Build and sustain extensive engagement across various customer business areas, collaborating with internal FICO teams to provide a unified, top-tier experience.

• Collaborate with Key Account Managers to develop and implement account plans, ensuring stable revenue forecasts and robust pipeline coverage.

• Recognize upsell and cross-sell opportunities, utilizing strong client relationships to generate testimonials, referrals, and participation in case studies.

• Supervise a seamless customer onboarding process, guaranteeing high satisfaction levels and smooth go-live events.

• Guide the transition from sales to professional services, ensuring effective knowledge transfer and continuity in relationships.

• Monitor escalations, project timelines, and budget modifications in close partnership with professional services teams.

• Support customer renewals by prioritizing engagement based on risk, growth potential, and strategic significance.

⛳️ Requirements

• Bachelor’s degree or equivalent professional experience.

• Proven experience managing clients with intricate use cases and multiple stakeholders, with full responsibility for renewals, upselling, and expanding into new business units.

• Experience in SaaS, software, or platform-based tools, with strong client management expertise within the software industry.

• In-depth knowledge of Canadian financial services, preferably with experience supporting one or more of Canada’s major banks.

• Ability to comprehend customer objectives and guide clients towards measurable success outcomes.

• Proficient in value-based solution presentation, collaborating with Sales and Pre-Sales teams to construct compelling business cases.

• Exceptional organizational skills and attention to detail — you take ownership of customer situations and see them through to resolution.

• Acknowledged as a trusted advisor, with outstanding consultative skills: the ability to communicate effectively, actively listen, inspire confidence, and navigate objections with senior and executive stakeholders.

• A creative problem-solver who readily adapts to fast-paced, dynamic environments.

• A collaborative team player who also takes initiative and drives outcomes independently when necessary.

🏝️ Benefits

• An inclusive culture that strongly reflects our core values: Act Like an Owner, Delight Our Customers, and Earn the Respect of Others.

• The chance to make a significant impact and grow professionally by leveraging your unique strengths and engaging in valuable learning opportunities.

• Highly competitive compensation, benefits, and rewards programs that motivate you to excel every day and be recognized for your contributions.

• An engaging, people-first work environment that promotes work/life balance, employee resource groups, and social events to enhance interaction and camaraderie.