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Job Title
Customer Success Leader
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 Fiserv’s 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 Fiserv’s 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
· Bachelor’s 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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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.
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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.
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