FICO (NYSE: FICO) is a leading global analytics software company, helping businesses in 100+ countries make better decisions. Join our world-class team today and fulfill your career potential!
The Opportunity
“As a Platform Success Manager, you will serve as a strategic advisor and trusted partner to enterprise customers leveraging the FICO Platform. Balancing business acumen with technical understanding, you will ensure customers achieve measurable value through effective platform adoption, operational alignment, and ongoing engagement. Your mission is to drive customer success by aligning platform capabilities with strategic goals, ensuring both business impact and operational excellence.” - Platform Success, Senior Director
What You'll Contribute
- Build and maintain strong, trust-based relationships with business stakeholders, product owners, and executive sponsors.
- Conduct strategic planning and regular business reviews to align platform usage with customers' evolving goals.
- Drive value realization by linking platform capabilities to business outcomes across industries like banking, insurance, and telecom.
- Lead enablement and ongoing engagement efforts to maximize customer adoption and satisfaction.
- Promote usage of platform features through best practices, tailored training, and data-driven recommendations.
- Facilitate change management and empower customers to become self-sufficient users of the platform.
- Partner with technical teams (DevOps, Engineering, IT) to ensure secure, scalable, and compliant platform deployments.
- Monitor key performance indicators (KPIs), usage patterns, and service health to proactively identify risks or optimization opportunities.
- Support incident response and ensure timely communication, transparency, and continuous improvement.
- Act as the voice of the customer across internal teams, influencing product direction and support priorities based on field insights.
- Work closely with Sales and Professional Services to identify expansion opportunities and align on customer growth strategies.
- Develop and maintain success plans that integrate functional outcomes, platform performance metrics, and strategic objectives.
What We're Seeking
- 5+ years of experience in customer success, platform consulting, or strategic account management, preferably with enterprise SaaS/PaaS platforms.
- Demonstrated ability to engage both business and technical stakeholders, translating complex concepts into clear value propositions.
- Strong business acumen and experience driving measurable outcomes in highly regulated or data-driven industries.
- Familiarity with cloud-native platforms (AWS, Azure, GCP), APIs, and platform health metrics—enough to collaborate effectively with technical teams.
- Excellent communication, facilitation, and stakeholder management skills.
- Bachelor’s degree in Business, Information Systems, Computer Science, or a related field.
Our Offer to You
- 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.
- Highly competitive compensation, benefits and rewards programs that encourage you to bring your best every day and be recognized for doing so.
- An engaging, people-first work environment offering work/life balance, employee resource groups, and social events to promote interaction and camaraderie.
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Why Make a Move to FICO?
At FICO, you can develop your career with a leading organization in one of the fastest-growing fields in technology today – Big Data analytics. You’ll play a part in our commitment to help businesses use data to improve every choice they make, using advances in artificial intelligence, machine learning, optimization, and much more.
FICO makes a real difference in the way businesses operate worldwide:
- Credit Scoring — FICO® Scores are used by 90 of the top 100 US lenders.
- Fraud Detection and Security — 4 billion payment cards globally are protected by FICO fraud systems.
- Lending — 3/4 of US mortgages are approved using the FICO Score.
Global trends toward digital transformation have created tremendous demand for FICO’s solutions, placing us among the world’s top 100 software companies by revenue. We help many of the world’s largest banks, insurers, retailers, telecommunications providers and other firms reach a new level of success. Our success is dependent on really talented people – just like you – who thrive on the collaboration and innovation that’s nurtured by a diverse and inclusive environment. We’ll provide the support you need, while ensuring you have the freedom to develop your skills and grow your career. Join FICO and help change the way business thinks!
Learn more about how you can fulfil your potential at
www.fico.com/Careers
FICO promotes a culture of inclusion and seeks to attract a diverse set of candidates for each job opportunity. We are an equal employment opportunity employer and we’re proud to offer employment and advancement opportunities to all candidates without regard to race, color, ancestry, religion, sex, national origin, pregnancy, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Research has shown that women and candidates from underrepresented communities may not apply for an opportunity if they don’t meet all stated qualifications. While our qualifications are clearly related to role success, each candidate’s profile is unique and strengths in certain skill and/or experience areas can be equally effective. If you believe you have many, but not necessarily all, of the stated qualifications we encourage you to apply.
Information submitted with your application is subject to the FICO Privacy policy at
https://www.fico.com/en/privacy-policy
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