Senior Customer Success Partner

About the position The 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 Responsibilities Client 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

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