About the positionThe Senior Customer Success Partner is accountable for
maximizing the value, adoption, and commercial impact of the Personetics platform across a portfolio of bank customers.
The role goes beyond delivery and support. The Senior Customer Success Partner acts as a
trusted advisor to client stakeholders, delivers value across all stages of the client lifecycle (Sales, Delivery, BAU, Renewal) ensuring Personetics is:
- Deeply embedded in the client's digital strategy
- Actively driving measurable business outcomes
- Positioned for long-term expansion across products and lines of business
- Leveraging the platform as effectively as possible
ResponsibilitiesClient Relationship Management- Own day-to-day and strategic relationships with assigned bank customers
- Serve as the primary post-sale point of accountability for Personetics
- Build trusted relationships with senior client stakeholders (Digital, Retail, Cards, Wealth, Marketing, Data)
- Facilitate regular executive strategic reviews focused on performance, outcomes and ROI
Client Engagement & Satisfaction- Ensure consistent, proactive strategic engagement with customers
- 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
Adoption & Value Realization- Drive adoption of the Personetics platform across channels, use cases, and business lines
- Ensure customers are fully leveraging existing capabilities before expanding scope
- Translate platform usage into measurable business outcomes (engagement, conversion, retention)
- Partner with customers to define and track success metrics aligned to their business goals
Expansion & Commercial Growth- Identify expansion opportunities within existing customers, including:
- New use cases
- Additional products or modules
- Expansion to new lines of business or regions
- Collaborate with Sales to:
- Position expansion opportunities
- Support renewals and upsell motions
- Build business cases for additional investment
- Use data, outcomes, and success stories to justify expansion
- Focus on GRR and NRR
Product & Roadmap Consulting- Act as a product advisor, helping clients understand how current and future Personetics capabilities support their strategy
- Guide clients on best practices for needs-based engagement and personalization
- Provide structured feedback to Product and Engineering teams based on client needs
- Help clients prioritize roadmap items that maximize business value
Cross-Functional Coordination- Coordinate internally with:
- Product Management
- Engineering
- Professional Services
- Sales
- Support
- Ensure alignment between client expectations and internal delivery
- Lead internal account planning and strategy sessions
Requirements- 7-12 years of experience in Customer Success, Account Management, or Consulting
- Experience working with large banks and credit unions or enterprise financial services clients
- Experience driving retention and expansion with financial institutions (GRR and NRR)
- Strong understanding of:
- Digital banking, Personalization, AI, or data-driven platforms
- Enterprise SaaS delivery models
- Ability to work in a dynamic, fast-paced work environment
- Customer-first mindset and experience working with complex, multi-stakeholder bank environments
- Experience working in Fintech, AI, or Data analysis
- Ability to travel up to 50% of time
- University degree or higher required
- Fluent in English
