CSM - Singapore

FICO is seeking a dynamic Customer Success Manager to drive customer retention, expansion, and advocacy within our LAER go-to market model. The role is critical to ensuring customer success throughout their lifecycle, maximizing ARR growth, and preventing churn through proactive relationship management and strategic account planning.

Requirements

• Build and maintain strong 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 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

Benefits

• Highly competitive compensation, benefits and rewards programs
• An inclusive culture strongly reflecting our core values: Act Like an Owner, Delight Our Customers and Earn the Respect of Others
• The opportunity to make an impact and develop professionally by leveraging your unique strengths and participating in valuable learning experiences
• An engaging, people-first work environment offering work/life balance, employee resource groups, and social events to promote interaction and camaraderie