Senior Customer Success Partner (North America)

Personetics•New York, NY

15h•Remote

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, and leveraging the platform as effectively as possible.

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
Strong understanding of 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

Nice To Haves

Spanish speaking

Responsibilities

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
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
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
Identify expansion opportunities within existing customers, including new use cases, additional products or modules, and expansion to new lines of business or regions
Collaborate with Sales to position expansion opportunities, support renewals and upsell motions, and build business cases for additional investment
Use data, outcomes, and success stories to justify expansion
Focus on GRR and NRR
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
Coordinate internally with Product Management, Engineering, Professional Services, Sales, and Support
Ensure alignment between client expectations and internal delivery
Lead internal account planning and strategy sessions