Banking Customer Success Manager

Onsetto, Inc • Columbus, OH

4d • $85,000 - $100,000 • Remote

About The Position

The Banking Customer Success Manager is the primary owner of ongoing relationships with assigned bank and financial institution partners. The role involves understanding each customer’s goals, developing and executing customer strategies, driving adoption and value realization, maintaining strong stakeholder relationships, and proactively managing customer health and retention. The successful candidate understands each customer’s business, identifies factors that increase or threaten the value they receive from Onsetto, and takes ownership of moving relationships toward meaningful outcomes.

The role includes coordinating customer needs internally, guiding adoption and expansion, monitoring customer health and retention risks, supporting renewals, and leading strategic customer engagement such as recurring business reviews. It requires independent work and coordination across teams, with customer insights informing Customer Success, Product, and broader company decisions.

Onsetto describes a fast-paced, remote-first environment that offers substantial ownership, hands-on experience across the business, exposure to leadership and strategic decisions, and opportunities to help shape processes and company operations. Hybrid collaboration may be possible as the company grows. Customer-facing or go-to-market roles may involve travel and industry exposure.

Requirements

• At least 3 years of experience in Customer Success, account management, or a related customer-facing role managing ongoing contractual B2B customer relationships.
• Experience in banking, fintech, or financial services is required.
• Demonstrated experience driving customer adoption, engagement, retention, or value realization.
• Experience developing and executing customer or account strategies based on customer goals and business needs.
• Experience managing customer health and navigating at-risk or challenging customer situations.
• Experience building relationships with multiple stakeholders within customer organizations.
• Experience using customer, product, or account data to inform priorities and decisions.
• Strong written and verbal communication skills, including experience leading substantive customer conversations and presenting to stakeholders.
• Ability to work independently and coordinate effectively across internal teams.

Nice To Haves

• Five or more years of experience in Customer Success, account management, or a related customer-facing role.
• Experience working with complex B2B customers.
• Experience supporting SaaS or technology products where customer success depends on sustained product adoption and behavior change.
• Experience supporting customer renewals, upsells, or account expansion.
• Experience conducting customer business reviews, success planning, or similar strategic account-management activities.
• Familiarity with Customer Success platforms, CRM tools, product-usage data, or other systems used to understand and manage customer health.

Responsibilities

• Serve as the primary owner of assigned customer relationships.
• Develop and maintain customer strategies based on customer goals, stakeholders, priorities, and use of Onsetto.
• Build productive relationships with key stakeholders and maintain alignment on goals, expectations, and priorities.
• Represent customer needs internally and coordinate across teams when customer outcomes require broader organizational support.
• Establish clear customer goals and measures of success to guide account priorities and engagement.
• Drive adoption and effective use of Onsetto by identifying opportunities and barriers and developing plans to address them.
• Use product usage, customer feedback, and business outcomes to evaluate progress and adjust customer strategies.
• Identify customer opportunities to expand use of Onsetto and partner with internal stakeholders to support upsell and expansion opportunities.
• Assess and document customer health using adoption, engagement, stakeholder relationships, feedback, business context, and other relevant indicators.
• Proactively identify and address risks to customer value, confidence, or retention, including developing intervention plans for at-risk customers.
• Support contract renewals by tracking renewal timing, customer health, value realization, risks, and other retention factors.
• Lead recurring customer business reviews using customer health, outcomes, adoption, priorities, risks, and opportunities to guide discussions and align on next steps.
• Engage customer stakeholders at appropriate levels, including executives when needed, to maintain alignment and advance customer goals.
• Bring customer insights into Onsetto and ensure relevant feedback informs Customer Success, Product, and broader company decision-making.

Benefits

• Flexible PTO.
• Medical coverage for eligible employees.
• Dental coverage for eligible employees.
• Vision coverage for eligible employees.
• Access to HSA plan options.
• Parental leave.
• Remote-first environment, with openness to hybrid collaboration as the company grows.
• Opportunities for travel and industry exposure in customer-facing or go-to-market roles.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed