Why This Role Exists

The US credit union industry is at an inflection point. Over 5,000 credit unions are competing for members in a market where digital-first banks and fintechs are raising expectations faster than legacy infrastructure can respond. Core systems that were built for a different era are holding institutions back - from offering real-time products, from personalizing member journeys, from competing for the next generation of members.

FintechOS is already embedded in this transformation. Hanscom Federal Credit Union launched a digital account opening platform powered by FintechOS, opening hundreds of new accounts within weeks of go-live. Vibrant Credit Union built a point-of-sale lending solution with FintechOS that generated over $40 million in new loans within six months. These are not pilots - they are production deployments proving that credit unions can innovate at speed without abandoning what makes them trusted.

We are growing our US footprint significantly and this role is central to that growth. The person we hire will be instrumental in turning successful implementations into long-term strategic partnerships - and in helping FintechOS become the platform of record for credit union innovation in North America.

The Opportunity

This is not a traditional program management role.

Delivery discipline is the baseline, not the measure of success. You will be evaluated on Net Revenue Retention, renewal rates, expansion ARR, and the depth of the strategic relationships you build with credit union leadership. The best candidate will have led complex financial technology transformations - and will be ready to evolve into the trusted partner credit unions turn to for their next phase of growth.

You will carry a portfolio of US credit union accounts at various stages of their FintechOS journey - from early platform adoption through to deep, multi-product engagement. You will be the senior FintechOS presence for these institutions: governing their transformation programs, building relationships with their executive teams, identifying expansion opportunities, and ensuring every customer realises measurable value from the platform.

Core Responsibilities

Customer Retention & Strategic Relationship Management

• Own the strategic health of a portfolio of US credit union accounts - acting as the senior FintechOS relationship owner across executive and working-level stakeholder teams.
• Build trusted, long-term relationships with CEOs, CIOs, COOs, and Chief Digital Officers within credit unions - understanding their member-growth objectives, competitive pressures, and technology constraints.
• Conduct regular Executive Business Reviews (EBRs) that articulate clear ROI in credit union terms: member acquisition, loan growth, product launch speed, and operational efficiency - not just platform utilization metrics.
• Proactively identify and close value gaps: situations where a credit union is underutilizing their platform investment relative to what their member base and competitive environment demands.
• Manage at-risk accounts with structured recovery plans; escalate early with context, options, and a clear path to resolution.

Expansion & Growth

• Identify and develop expansion opportunities within existing accounts - new product lines (digital account opening, embedded lending, mortgage automation), additional business units, or new member segments - working closely with commercial and solution teams.
• Build a documented expansion roadmap for each account during the first year of engagement, creating a natural pipeline of future ARR embedded in the credit union's own strategic plan.
• Translate FintechOS platform capabilities and new releases into compelling member-impact business cases that resonate with credit union boards and executive leadership.
• Serve as the internal voice of US credit unions at FintechOS - bringing market intelligence, member-experience insights, and regulatory signals into product and commercial conversations.

Transformation Oversight & Program Governance

• Provide senior governance leadership across credit union technology transformation programs - including core system modernisation above legacy platforms (Fiserv DNA, Symitar, Corelation), digital channel launches, and loan origination overhauls.
• Establish and chair governance boards and steering committees, ensuring alignment between customer leadership, delivery partners, and FintechOS expertise throughout the transformation lifecycle.
• Maintain a rolling transformation roadmap for each account that is anchored to business outcomes, not just implementation milestones - and that extends well beyond go-live.
• Drive consistency and transparency across all workstreams: own RAID logs, decision registers, risk escalation protocols, and quarterly health reporting.
• Hold delivery partners and SI contributors accountable to commitments without direct line authority - through governance discipline, clear expectations, and structured escalation.
• Lead structured program health checks and post-milestone retrospectives that surface learnings and continuously raise the bar for delivery quality

Platform Adoption & Value Realisation

• Track and grow platform adoption across your portfolio - ensuring credit unions progress from initial deployments toward broad, deep utilisation of the FintechOS platform across lending, deposits, and member servicing.
• Collaborate with FintechOS Solution Architects to ensure each institution's technical environment is optimised for scalability, regulatory compliance, and long-term platform health above their core systems.
• Support the development of internal FintechOS capability within customer teams, reducing reliance on external delivery and enabling credit unions to configure and launch new products independently.
• Facilitate alignment between credit union product teams and FintechOS product management to ensure platform enhancements reflect the real-world needs of the US credit union market.

Practice & Team Development

• Contribute to the development of FintechOS's credit union go-to-market playbook and Customer Success methodology for North America.
• Mentor junior colleagues in the Customer Success & Operations team; share your credit union industry expertise to build regional capability.
• Support strategic pre-sales activities - including customer success scoping, proposal input, and executive-level presentations for new credit union opportunities across the US.

What We're Looking For

Essential Experience

• 7+ years of experience in program management, customer success, or strategic account management, with meaningful time spent serving credit unions, community banks, or regional financial institutions in the US market.
• Deep credit union industry knowledge - including familiarity with the cooperative governance model, NCUA regulatory framework, core processing platforms (Fiserv DNA, Symitar / Episys, Corelation Keystone, or equivalent), and the member-first values that differentiate credit unions from commercial banks.
• Proven track record of governing large-scale financial technology transformations - ideally including core system modernisation, digital account opening, loan origination platforms, or embedded lending programs. You know where these programs break down and how to prevent it.
• Demonstrable success growing and retaining strategic accounts - with outcomes measured in NRR, renewal rates, and expansion revenue, not delivery milestones alone.
• Track record of building trusted relationships with credit union CXOs, Board-level stakeholders, and transformation leadership - and the executive presence to operate credibly at that level.
• Excellent written and verbal communication skills at executive level; experience presenting to credit union boards or executive committees is a strong advantage.
• High ownership mentality: you treat the credit union's member outcomes as your own, you operate proactively, and you do not wait to be told what needs attention.

Advantageous

• Experience working within or alongside a SaaS platform vendor serving the credit union or community banking space - understanding of subscription economics and platform adoption cycles.
• Familiarity with credit union technology ecosystems: CUSO relationships, core-adjacent integrations, digital banking platforms (Lumin, NCR, Q2), and payment networks (Velera, PSCU).
• Experience with Customer Success platforms (Gainsight, ChurnZero, or equivalent) and program tooling (Jira, Confluence, Smartsheet, or similar).
• Exposure to commercial or pre-sales processes - comfortable contributing to renewal conversations and expansion business cases alongside sales leadership.
• Relevant certification: PMP, PRINCE2, or Certified Customer Success Manager - valued but not required.

How Performance is Measured

• Net Revenue Retention (NRR) across managed US credit union accounts.
• Customer Health Score trends - tracked quarterly across platform adoption, member-impact metrics, and satisfaction.
• Expansion ARR generated from existing accounts (new products, member segments, or business lines).
• Renewal rate and on-time renewal completion within your portfolio.
• Executive Business Review (EBR) completion rate and Net Promoter Score.
• Percentage of accounts with an active, documented future platform roadmap.