Customer Success Leader

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Were Fiserv a global leader in Fintech and payments and we move money and information in a way that moves the world. We connect financial institutions corporations merchants and consumers to one another millions of times a day quickly reliably and securely. Any time you swipe your credit card pay through a mobile app or withdraw money from the bank were involved. If you want to make an impact on a global scale come make a difference at Fiserv.

Job Title

Customer Success Leader

About Fiserv

Fiserv Inc. is a global leader in payments and financial technology helping clients achieve best-in-class results through a commitment to innovation and excellence. We connect financial institutions merchants and consumers through our powerful platforms products and services.

What does a successful Customer Success Leader Issuing do at Fiserv

Within Fiservs Payments organization the Customer Success Leader Issuing is responsible for leading the client services and customer success strategy for issuer processing clients in Colombia ensuring high levels of service performance client satisfaction retention and operational excellence.

This role acts as a strategic bridge between clients and internal teams ensuring delivery against SLAs proactive management of client needs and effective resolution of operational and service challenges. The position has a strong focus on financial services clients using Fiserv Issuing solutions while aligning with Fiservs global customer success and service delivery model.

Key Responsibilities

Lead and execute the Customer Success and Client Services strategy for Issuing clients in Colombia.

Act as the primary escalation and relationship owner for strategic and high-impact financial sector clients.

Own the end-to-end client lifecycle including onboarding service delivery ongoing optimization renewals and growth.

Ensure consistent compliance with SLAs operational commitments and response times driving accountability across teams.

Define monitor and report Customer Success KPIs including:

o SLA and service level compliance

o Customer Satisfaction (CSAT) and Net Promoter Score (NPS)

o Incident volumes and resolution timelines

o Client retention and churn indicators

Translate client needs service issues and market feedback into actionable insights for product operations and technology teams.

Partner closely with Product Engineering Operations Risk Compliance Sales and PMO teams to ensure effective service delivery and issue resolution.

Lead Quarterly Business Reviews (QBRs) and service governance forums with clients.

Drive continuous improvement initiatives to enhance service quality operational efficiency and client experience.

Support commercial teams in client meetings renewals and expansion opportunities providing service and operational insights.

Ensure compliance with financial industry regulations security standards and internal controls.

Lead coach and develop Customer Success / Client Services team members where applicable.

Maintain clear proactive and transparent communication with regional and global stakeholders in English.

Basic Qualifications

Bachelors degree in Business Administration Engineering Information Systems Finance or related field.

10 years of experience in Customer Success Client Services Service Delivery or Account Management roles within financial services payments banking or fintech.

Proven experience managing financial sector clients (banks issuers fintechs).

Strong experience working with Issuing products issuer processing or payment platforms.

Demonstrated experience managing KPIs service metrics SLAs and delivery timelines.

Strong client-facing and stakeholder management skills.

Fluent English (spoken and written).

Based in Bogotá Colombia.

Preferred Qualifications

Experience working with Fiserv Issuing platforms or similar issuer processors.

Knowledge of payment ecosystems card schemes and banking regulations in Colombia or Latin America.

Experience in global matrixed technology-driven organizations.

Experience leading service governance escalation management and operational risk mitigation.

Postgraduate degree or certification in Customer Success Service Management Operations or Leadership.

Local: Bogotá o Medellin

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• Apply using your legal name
• Complete the step-by-step profile and attach your resume (either is acceptable both are preferable).

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Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion national origin gender gender identity sexual orientation age disability protected veteran status or any other category protected by law.

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