Senior Banking Customer Success Manager

Onsetto, Inc • Columbus, OH

4d • $100,000 - $120,000 • Remote

About The Position

The Senior Banking Customer Success Manager owns complex and strategically important relationships with Onsetto bank and financial institution partners. This role develops and executes customer strategies, drives adoption and value realization, navigates complex stakeholder environments, and proactively manages customer health, risk, and retention.

The role operates with a high degree of autonomy and judgment, especially when customer needs are ambiguous, stakes are high, or outcomes require coordination across customer and Onsetto stakeholders. The Senior Customer Success Manager builds trusted relationships with senior and executive customer stakeholders and contributes to the broader Customer Success function by identifying patterns, sharing expertise, and helping improve customer relationship management and outcomes.

Onsetto is building technology for business banking and serves financial institutions across the country. Following a $9 million seed funding round, the company is entering a new phase of growth. The role is remote-first, with openness to hybrid collaboration as the company grows, and may involve travel and industry exposure in customer-facing or go-to-market work.

Requirements

• At least 5 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.
• Demonstrated experience independently owning complex or strategically important customer relationships and associated outcomes.
• Demonstrated experience developing and executing customer or account strategies that drive adoption, value realization, retention, or growth.
• Experience assessing customer health and successfully navigating complex, at-risk, or high-stakes customer situations.
• Experience building and maintaining relationships with multiple levels of customer stakeholders, including senior or executive stakeholders.
• Experience using customer, product, account, and business information to evaluate risks and opportunities and make strategic decisions.
• Strong written and verbal communication skills, including experience leading strategic business reviews and difficult or consequential customer conversations.
• Demonstrated ability to operate independently in ambiguous situations and influence outcomes across teams without formal authority.

Nice To Haves

• Experience managing customer relationships with banks or other financial institutions, particularly in commercial banking or treasury management.
• Experience supporting SaaS or technology products where customer success depends on sustained product adoption and behavior change.
• Experience supporting complex contract renewals, upsells, or account expansion opportunities.
• Experience contributing to Customer Success practices, processes, frameworks, or standards beyond an individual customer portfolio.

Responsibilities

• Own complex or strategically important customer relationships and develop strategies based on customer goals, stakeholders, priorities, operating environment, and use of Onsetto.
• Build trusted relationships across customer organizations, including with senior and executive stakeholders, and navigate differing priorities or expectations.
• Anticipate changes in customer needs, priorities, or business conditions and adapt customer strategies accordingly.
• Represent customer priorities internally and influence cross-functional decisions and actions when customer outcomes require broader support.
• Establish customer outcomes and measures of success, using them to shape account strategy and priorities.
• Develop and execute strategies to address adoption challenges, strengthen product utilization, and increase customer value realization.
• Synthesize product usage, customer feedback, business outcomes, and customer context to identify patterns, opportunities, barriers, and appropriate actions.
• Identify opportunities for customers to expand their use of Onsetto and work with internal stakeholders to develop and advance upsell and expansion opportunities.
• Assess and document customer health using adoption, engagement, stakeholder relationships, feedback, business context, and other relevant indicators.
• Anticipate and address risks to customer value, confidence, or retention, and develop strategies for complex or at-risk situations.
• Support strategically important or complex contract renewals by maintaining visibility into customer health, value realization, stakeholder alignment, risks, and retention factors.
• Lead recurring customer business reviews and other strategic conversations, using customer health, outcomes, adoption, priorities, risks, and opportunities to align on future priorities.
• Build credibility with senior and executive customer stakeholders and lead difficult or high-stakes conversations when expectations, outcomes, or priorities need alignment.
• Translate customer insights and patterns into actionable input for Customer Success, Product, and broader company decision-making.
• Share expertise, identify recurring customer needs or challenges, and help strengthen Customer Success practices and standards.

Benefits

• Flexible PTO
• Medical, dental, and 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
• Direct exposure to leadership and strategic decision-making
• Opportunity to take ownership of work and make a visible impact
• Broad hands-on experience across multiple areas of the business
• Ability to help shape processes, systems, and company operations
• High-trust environment with low bureaucracy and meaningful responsibility

What This Job Offers

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