Senior Banking Customer Success Manager

This is a fully remote position, open to applicants in Ohio.

📋 Description

• Manage complex or strategically significant customer relationships.

• Formulate and implement customer strategies tailored to customer goals, stakeholders, priorities, operating context, and the utilization of Onsetto.

• Cultivate trusted relationships throughout customer organizations, including with senior and executive stakeholders.

• Navigate intricate stakeholder dynamics and modify customer strategies in response to evolving needs or business conditions.

• Advocate for customer priorities within the organization and influence cross-functional decisions and actions.

• Define customer outcomes and success metrics to inform account strategy and priorities.

• Tackle complex adoption issues, enhance product utilization, and boost customer value realization.

• Evaluate product usage, customer feedback, business outcomes, and customer context to uncover patterns, opportunities, and obstacles.

• Identify and promote upsell and expansion opportunities with internal stakeholders.

• Assess and document customer health, addressing risks to customer value, confidence, or retention.

• Assist with strategically critical or complex contract renewals.

• Facilitate regular customer business reviews and strategic discussions.

• Manage challenging or high-stakes conversations with senior and executive stakeholders.

• Convert customer insights into actionable recommendations for Customer Success, Product, and company-wide decision-making.

• Share expertise and contribute to enhancing Customer Success practices and standards beyond assigned accounts.

⛳️ Requirements

• A minimum of 5 years of experience in Customer Success, account management, or a similar customer-facing role involving ongoing, contractual B2B customer relationships.

• Required experience in banking, fintech, or financial services.

• Proven track record of independently managing complex or strategically critical customer relationships and their associated outcomes.

• Experience in developing and executing customer or account strategies that promote adoption, value realization, retention, or growth.

• Proficient in assessing customer health and managing complex, at-risk, or high-stakes customer scenarios.

• Ability to build and sustain relationships with various levels of customer stakeholders, including senior or executive personnel.

• Experience utilizing customer, product, account, and business data to assess risks and opportunities, making strategic decisions accordingly.

• Excellent written and verbal communication skills.

• Experience leading strategic business reviews and handling challenging or consequential customer discussions.

• Capacity to operate independently in ambiguous situations and influence outcomes across teams without formal authority.

• Preferred: experience managing relationships with banks or other financial institutions, especially in commercial banking or treasury management.

• Preferred: experience in supporting SaaS or technology products that necessitate sustained product adoption and behavior change.

• Preferred: experience in managing complex contract renewals, upsells, or account expansion opportunities.

• Preferred: experience contributing to Customer Success practices, processes, frameworks, or standards beyond an individual customer portfolio.

🏝️ Benefits

• The chance to take genuine ownership of your work and create a noticeable impact.

• Extensive hands-on experience across various areas of the business.

• The opportunity to help shape processes, systems, and operational methods within the company.

• Direct exposure to leadership and involvement in strategic decision-making.

• A high-trust environment characterized by low bureaucracy and significant responsibility.

• Flexible Paid Time Off (PTO).

• Medical, dental, and vision coverage for eligible employees.

• Access to Health Savings Account (HSA) plan options.

• Parental leave.

• Opportunities for travel and industry exposure in customer-facing or go-to-market roles.

• Opportunities for professional growth and increased responsibility.