Calling all innovators – find your future at Fiserv.
We’re 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, we’re involved. If you want to make an impact on a global scale, come make a difference at Fiserv.
Job Title
Manager, Client Relations
About your role:
Fiserv’s Loyalty & Retention team partners with SMB clients to reduce churn and strengthen long‑term client relationships. As Manager, Client Retention, you will lead the Tier II team responsible for resolving complex escalations, operationalizing retention programs, and improving client satisfaction and lifetime value. You will drive proactive strategies and cross‑functional initiatives that improve the overall client experience.
What you’ll do:
- Lead, mentor, and develop a high‑performing Tier II Client Services team focused on loyalty and retention.
- Design and execute retention strategies, proactively identify at‑risk clients, and implement interventions to reduce churn.
- Oversee management of Tier II escalations; act as the point of contact for complex issues and coordinate cross‑functional resolution.
- Build and optimize SOPs, playbooks, and workflows to improve operational efficiency and service consistency.
- Use data and reporting to monitor client health metrics, churn signals, and engagement trends; translate insights into actionable improvements.
- Partner with Client Operations, Product, Sales, Marketing, and Training to operationalize retention programs and support change rollouts.
- Support development of loyalty, upsell, and retention programs and ensure the team has the tools and training required to deliver best‑in‑class service.
- Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.
Experience you’ll need to have:
4-5 years of leadership experience managing high‑performing teams, consistently achieving SLA compliance and exceeding KPI targets through effective coaching, performance management, and data‑driven decision‑making.
5+ years of experience in client services, customer success, or account management with a focus on retention and loyalty.
5+ years of experience administering CRM platforms.
5+ years of experience with customer health and retention analytics.
6+ years of experience in retention reporting and data analysis. 6+ years of experience designing and implementing SOPs, playbooks, and workflow automation.
6+ years of experience with escalation and case management systems.
6+ years of equivalent combination of educational background, related experience.
Experience that would be great to have:
- Salesforce Administrator or Salesforce Service Cloud Consultant certification.
- Gainsight Administrator or Customer Success certification.
- Experience implementing A/B testing for retention programs and measuring lift.
- Experience with customer segmentation and propensity modeling using Python or R (optional).
- Proven ability in stakeholder management and executive reporting for client outcomes.
How you’ll work:
- This role is on-site Monday through Friday. Fiserv considers in-person collaboration to be an essential part of this role as in-person office experiences help you with your overall onboarding experience and leads to stronger productivity.
- This role requires the use of a computer and audio equipment.
Sponsorship:
- Applicants must be legally authorized to work in Canada to be considered for this position. The company is not offering visa or work permit support. Only candidates who are Canadian citizens, permanent residents or who hold a valid open work permit will be considered for this role.
Benefits at Fiserv:
- Fuel Your Life wellness program with activities and rewards to support total well-being
- Paid statutory holidays, Recharge & Refuel vacation (years-of-service tiers), and a Paid Sick Time program
- No-cost, confidential support through the Employee Assistance Program (EAP) for you and household members
- Recognition through Living Proof, with points redeemable for merchandise and gift cards
- Eight Employee Resource Groups to build connection and inclusion
- RRSP with 100% company match up to 5%, a Non-Registered Savings Plan (NREG), and an Employee Stock Purchase Plan (ESPP)
- Comprehensive extended health care and vision benefits, plus dental coverage
- Company-paid Basic Life and AD&D, with optional life and AD&D coverage available
- Company-paid Short-Term Disability and Long-Term Disability income protection
- Emergency medical coverage for out-of-province/out-of-country travel via extended health benefits
Salary Range:
$84,000.00-$105,000.00
Thank you for considering employment with Fiserv. Please:
Apply using your legal name
Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).
Our commitment to Diversity and Inclusion:
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.
Note to agencies:
Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.
Warning about fake job posts:
Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.
