Customer Success - Associate Partner
Remote · Ontario, Canada
Job Summary
Customer Success - Associate Partner at FICO will act as the primary contact across the full customer lifecycle for a portfolio, driving adoption and value delivery of FICO solutions, supporting renewals and new business opportunities, and coordinating with Account Management to ensure pipeline health. The role emphasizes onboarding and implementation, managing transitions from sales to professional services, facilitating training and go-live activities, overseeing contract discussions and renewals, and identifying upsell/cross-sell opportunities. A deep understanding of the Canadian banking landscape and enterprise financial services operations is highly valued, with responsibilities spanning issue mitigation, stakeholder management, and collaboration with Sales, Pre-Sales, and internal teams to deliver a best-in-class experience for one of Canada’s major financial institutions.
Required Qualifications
- Bachelor’s degree or equivalent commercial experience
- Demonstrated experience managing clients with complex use cases and multiple stakeholders, with full responsibility across renewal, upsell, and expansion into new business units
- Background in SaaS, software, or platform-based tools, with strong client management skills in the software industry
- Deep familiarity with Canadian financial services, ideally with experience supporting one or more of Canada’s major banks
- Ability to understand customer objectives and guide clients toward measurable success outcomes
- Skilled in value-based solution presentation, working alongside Sales and Pre-Sales teams to build compelling business cases
- High levels of organization and attention to detail — you take ownership of customer situations and see everything through to resolution
- Recognized as a trusted advisor, with exceptional consultative skills: the ability to communicate clearly, actively listen, inspire confidence, and overcome objections with senior and executive stakeholders
- A creative problem-solver who adapts readily to dynamic, fast-moving environments
- A collaborative team player who also takes initiative and drives outcomes independently when needed
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