Director of Customer Success

Narmi•New York, NY

About The Position

The Director of Customer Success is the most senior relationship at each of our largest customer accounts. You own the renewal. You own the growth. You're the person a bank CEO calls when something big is happening, good or bad. You'll partner with our Product and Engineering teams to turn customer feedback into the next version of Narmi. You'll coach a small team of Associate GMs who handle the day-to-day of your accounts. And you'll carry real commercial accountability for Net Retention, expansion, and customer satisfaction. This is a hands-on job in a lean company. You'll have real ownership, real autonomy, and real leverage to shape how Narmi shows up for its customers. You'll also answer hard questions from executives who are trusting us with one of their most strategic initiatives.

Requirements

7+ years of experience owning customer relationships, retention, and revenue outcomes in a high-growth environment (B2B SaaS, fintech, marketplace, or similar).
A track record of being promoted inside the companies you've worked at. You earn trust and keep getting more of it.
A history of scaling something from zero. A team, a process, a book of business, or a whole function.
Experience managing and developing people, including having hard conversations when the situation calls for it.
Strong cross-functional instincts, especially with Product and Engineering. You know how to turn customer feedback into something a PM can actually build.
Comfort with both the C-suite strategy conversation and the detailed operational one.
Strong organizational skills and the ability to hold many priorities at once without dropping any of them.
Fluency with data. You don't wait for someone to pull a report before you have a point of view.

Nice To Haves

Prior experience with financial institutions or regulated industries is helpful but not required. Our best GMs learned the banking context on the job.

Responsibilities

Own a book of enterprise bank and credit union accounts: strategy, relationship, renewal, expansion.
Become the trusted advisor to C-suite and SVP stakeholders at your customers. CEOs, CFOs, and Chief Digital Officers are your people.
Drive measurable outcomes for your customers: digital deposit growth, account opening, operational efficiency, and product adoption.
Lead renewal, extension, and expansion conversations that contribute directly to Narmi's top-line growth.
Track what matters: Net Retention Revenue, NPS, feature adoption.
Coach, mentor, and develop Associate GMs on your pod.
Help build the best practices that will scale our team.
Work closely with Product and Engineering to translate customer feedback into clear, actionable product requirements.
Use product data to spot risks early, surface growth opportunities, and make the case for what to do next.