Head of Customer Success & Retention

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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:

• 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, 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.