Head of Customer Success & Retention

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Job Title

Head of Customer Success

About 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 insi