DescriptionAbout the positionThe Digital Customer Success Partner is accountable for
maximizing the value, adoption, and commercial impact of the Personetics platform across a scaled portfolio of North America accounts.
This role is built around Personetics' AI-first Customer Success model: the Digital Customer Success Partner drives adoption, retention, and measurable outcomes primarily through automated, digital-first engagement, including AI-triggered check-ins, platform usage reports, digital QBRs, webinars, knowledge base resources, and community support. As a trusted advisor operating at scale, the Digital Customer Success Partner ensures Personetics is:
- Efficiently and proactively engaged across a broad portfolio of accounts
- Monitored continuously for usage, health, and risk through automated signals
- Positioned for adoption growth and renewal, even at scale
- Supported by a digital-first Customer Success model built to scale efficiently
ResponsibilitiesPortfolio & Relationship Management - Own day-to-day relationships across a scaled portfolio of North America accounts
- Serve as the primary point of contact for post-sale success across the portfolio
- Build efficient, repeatable stakeholder relationships through a digital-first cadence
- Escalate accounts that need deeper, high-touch attention to the broader Customer Success team
Client Engagement & Satisfaction - Ensure consistent, proactive engagement with customers through the digital-first model
- Monitor client health indicators and address risks early
- Drive high CSAT and NPS scores through value-focused interactions
- Act as the voice of the client internally within Personetics
Automated & Digital Engagement - Run AI-triggered check-ins, automated health alerts, and platform usage reporting across the portfolio
- Deliver digital QBRs at scale, using AI-generated briefs and usage data to personalize each account's narrative
- Combine automated engagement with live sessions at key points in the account lifecycle
- Continuously refine the digital engagement playbook based on what drives adoption and retention at scale
- Host webinars, maintain knowledge base content, and support community channels to extend reach and self-service across the portfolio
Adoption & Value Realization - Drive adoption of the Personetics platform across the portfolio through self-built automated nudges and in-product recommendations
- Monitor usage trends and automated dashboards to flag under-adoption and intervene proactively
- Translate platform usage into measurable business outcomes and clear, digestible value narratives for each account
Renewal & Growth at Scale - Monitor contract dates, health scores, and expansion signals to trigger renewal and upsell playbooks
- Build automated workflows that identify and qualify expansion opportunities (new use cases, additional products, upsell) for Sales to pursue
- Use platform usage data and success stories to support renewal conversations
- Focus on GRR and NRR across the portfolio
Product & Roadmap Consulting - Act as a product advisor, helping clients understand how current and future Personetics capabilities support their strategy
- Share aggregated client feedback and usage patterns with Product and Engineering to inform the roadmap
- Design scalable workflows that automatically deliver personalized product updates, roadmap communications, and feature recommendations
Cross-Functional Coordination - Coordinate with Product, Engineering, Support, and Sales to resolve issues efficiently at scale
- Partner with the Partnerships team to extend the digital engagement playbook to reseller accounts as that channel grows
- Provide feedback on which AI-driven workflows and tools are working, to help shape the broader Customer Success AI strategy
Requirements- 5 -7 years of experience in Customer Success, Account Management, or Consulting
- AI-Native skillset: hands-on experience using AI tools (e.g., Claude) and building AI agents/workflows to automate and scale customer engagement
- Experience driving retention across a high-volume account portfolio (GRR and NRR)
- Experience working with digital banking providers, SaaS software providers, or financial institutions
- Comfort building & managing a large portfolio of accounts through automated, tech-touch engagement (AI-triggered check-ins, usage dashboards, digital QBRs)
- Strong understanding of:
- Digital banking, personalization, AI, or data-driven platforms
- Enterprise SaaS delivery models
- Ability to work in a dynamic, fast-paced environment
- Customer-first mindset, with the ability to balance scale and personalization across many accounts
- Ability to travel up to 20% of time
- University degree or higher required
- Fluent in English
- US Based
Salary Range: $152,000 - $191,000
The base salary range for this role at minimum and maximum is shown above. It is not typical for a candidate to be hired close to or at the maximum of the salary range. At Personetics, base pay depends on multiple individualized factors, including experience, qualifications, job-related knowledge & skills as well as geographic location. Base pay also depends on the relative experience, knowledge and skills to our internal peers in the role.
Nice to haveAdvantage:- Spanish speaking
- Experience supporting partner/reseller channels
Benefits- Comprehensive medical, dental, and vision coverage starting on Day 1
- HSA/FSA options
- 401(k) with company match
- Commuter benefits
- A truly global work environment, partnering with teammates and clients around the world
Visa sponsorship for this role is currently not available. 
