Director, Client Success & Retention

The RoleAs Director of Client Success & Retention, you'll be the primary relationship manager For Envisant's most strategic credit union partners. This role is responsible for strengthening client relationships, improving retention, gathering market intelligence, and ensuring member credit unions receive maximum value from their partnership with Envisant.The Director of Client Success & Retention will conduct regular onsite visits with key credit union clients nationally, facilitate executive-level discussions, identify emerging concerns and opportunities, and advocate internally on behalf of credit union partners. The position will work closely with Operations, Product, Marketing, Sales, Partnership, Visa, Mastercard, FIS, and Fiserv teams to improve the overall client experience.What You'll DoLead strategic relationships. Build lasting, executive-level relationships with our top credit unions, monitor satisfaction, and spot retention risks before they become problems.Run executive business reviews. Hold quarterly or semi-annual reviews covering portfolio performance, industry trends, processor updates, and product enhancements, then own the follow-up.Serve as a processor and industry liaison. Talk through FIS, Fiserv, Visa, and Mastercard initiatives, platform changes, migrations, fraud management, and digital payments, and bring recurring client concerns back to leadership.Advocate for clients. Escalate issues, partner with Operations and Customer Service on resolution, and keep clients informed until the work is done.Engage the mid-tier. Design and run a recurring webinar series, virtual roundtables, and educational content on fraud trends, portfolio performance, and industry developments for credit unions without dedicated onsite support.Collaborate with Sales. Share relationship intelligence, refer growth opportunities, join client meetings, and attend conferences when it makes sense.Report on what you see. Maintain account plans, track risks, competitive threats, and opportunities, and give leadership a clear read on credit union sentiment and market trends.You'll work across Operations, Product, Marketing, Sales, and Partnership teams, as well as with our Visa, Mastercard, FIS, and Fiserv counterparts.What You Bring8+ years of experience in card services, payments, credit unions, account management, customer success, or financial servicesA strong understanding of debit, credit, fraud, digital payments, and card processingExperience working with credit unions and their executive leadership teamsFamiliarity with Visa, Mastercard, FIS, Fiserv, and related providersPolished presentation and webinar facilitation skillsStrategic, critical thinking and comfort adapting to a changing landscapeExperience with Salesforce or a comparable CRMA college degree is preferredWhy EnvisantYou'll have a direct impact on the success of credit unions and the members they serve, a seat at the table with executive leaders across the industry, and the freedom to focus entirely on client value rather than sales targets.

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