At FICO, we're helping the world's leading banks and financial institutions make smarter decisions through advanced analytics, AI, decision management, credit risk, fraud prevention, and customer lifecycle solutions.
As a Strategic Customer Success Manager, you'll partner with a portfolio of FICO's largest enterprise customers, acting as a trusted advisor to executive stakeholders while driving customer value, commercial growth, and long-term strategic partnerships.
This is a highly strategic, commercially focused Customer Success role for someone who combines deep financial services expertise with solid executive relationship management and enterprise account leadership.
What You'll Do
Build Executive Relationships, Develop trusted relationships with C-level executives, including Chief Risk Officers, Chief Data Officers, Heads of Credit, Heads of Fraud, and senior business leaders across major financial institutions
Act as a strategic advisor by understanding each customer's business priorities, market challenges, and growth strategy, while positioning FICO as a long-term technology partner
Drive Customer Success and Business Growt
Own the commercial success of a portfolio of strategic enterprise accounts by driving
Renewal
Net Revenue Retention (NRR)
Upsell opportunities
Cross-sell opportunities
Develop and execute multi-year account plans aligned with each customer's strategic objectives
Apply Financial Services Domain Expertise & Leverage your expertise in one or more of the following domains
Decision Management
Lending
Customer Lifecycle Management
Analytic
Banking Technology
Confidently engage with senior banking executives on industry trends, regulatory changes, lending strategies, fraud management,



and customer decisioning
Deliver Strategic Business Outcome & translate FICO's software platform capabilities into measurable business outcomes, including
Improved credit decisioning
Reduced credit loss
Better customer acquisition
Enhanced fraud prevention
Increased operational efficiency
Help customers maximise the value of their investment in FICO solutions
Partner with Sales, Professional Services, Product Management, Solution Consulting, and Customer Support teams to deliver an exceptional customer experience
Lead through influence in a highly matrixed global organisation
Lead executive business reviews and renewal discussions
Identify expansion opportunities across the FICO portfolio
Maintain accurate forecasts, account plans, pipeline visibility, and customer health information in Salesforce
Provide customer feedback and market insights that influence FICO's product strategy, go-to-market initiatives, and future innovation
What We're Looking For
Experience of 10+ years' experience in Enterprise Customer Success, Strategic Account Management, Client Partner, Enterprise Sales, Management Consulting, or Customer Value Management
Experience managing enterprise customers within Financial Services or Banking Technology
Proven success growing strategic enterprise accounts through renewals, upselling, and cross-selling
Experience engaging C-suite executives within major financial institutions
Domain Expert
Strong experience in one or more of the following
Credit Risk and lending
Customer Decisioning
Analytics Decision Management Platforms
Banking Software
Qualification
Bachelor's degree in Business, Finance, Economics, Technology, or related discipline (or equivalent experience)
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📌 Customer Success Manager (Credit Risk Domain Mandatory) (Sydney)
🏢 FICO
📍 Sydney