Head of Customer Success & Retention

Job Title

Head of Customer Success & Retention

Head of Customer SuccessAbout 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.

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