Head of Customer Success & Retention

Fiserv
Dublin
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementSkills: ["Leadership","Coaching","Strategic thinking","Customer relationship management","Commercial acumen"]

Lead and coach a team of Customer Success Managers to manage, retain, grow, and deepen relationships across a strategic customer portfolio. Own customer satisfaction, revenue retention, and customer lifetime value through proactive account management, upselling, and cross-selling. Define Customer Success strategy, oversee renewals and retention to minimize churn, drive product adoption, manage escalations, and deliver portfolio performance updates using customer data and commercial insights.

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FursaFursa
Fiserv
Fiserv
1 day ago

Head of Customer Success & Retention

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Last checked: 9 hours agoStatus: Live

Job Summary

Lead and coach a team of Customer Success Managers to manage, retain, grow, and deepen relationships across a strategic customer portfolio. Own customer satisfaction, revenue retention, and customer lifetime value through proactive account management, upselling, and cross-selling. Define Customer Success strategy, oversee renewals and retention to minimize churn, drive product adoption, manage escalations, and deliver portfolio performance updates using customer data and commercial insights.
Location: Dublin
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Sr. Director level

Key Responsibilities

  • •Lead, coach, and develop a team of Customer Success Managers, setting objectives, KPIs, and performance expectations.
  • •Oversee strategic and key customer accounts, including proactive support, regular business reviews, and executive sponsorship.
  • •Drive revenue growth through structured upsell and cross-sell activity, and support renewals and retention to minimize attrition.
  • •Develop and implement retention strategies, establish success plans, monitor customer health, and take proactive action on risk.
  • •Define Customer Success strategy, analyze customer performance and commercial trends, and report portfolio performance to senior leadership.

Key Requirements

  • •Experience in Customer Success, Account Management, Relationship Management, or Sales leadership.
  • •Proven track record leading customer-facing teams.
  • •Experience managing large customer portfolios and strategic accounts.
  • •Demonstrated success driving revenue growth through upselling and cross-selling.
  • •Experience developing and implementing customer retention strategies.
Experience:FintechPaymentsFinancial servicesSaaSB2B services
Skills:LeadershipCoachingStrategic thinkingCustomer relationship managementCommercial acumen
Tech Stack:CRM platformsCustomer analytics tools

Company Brief

Fiserv
Provides payments, processing services, risk management, and core banking technology to financial institutions, merchants, and businesses worldwide, enabling digital payments, account processing, and financial services integration.
Industry: Fintech Infrastructure
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Brookfield, United States
Founded: 1984
WebsiteLinkedIn