Vice President, Customer Success & Solutions

Fintech OS SRL•New York, NY

15h

About The Position

FintechOS is seeking a Vice President, Customer Success & Solutions to own the success, growth and advocacy of its US customers as the company expands into credit unions and community banks. The role is part of the founding US leadership team and will build the customer success and solutions model. It leads Customer Success Managers, Forward Deployed Consultants and an Account Manager focused on expansion, supporting customers from implementation through adoption, value realization and growth while helping prospects experience the platform before purchase. This hands-on leadership role owns retention, expansion, adoption and executive relationships across the US customer base. It establishes customer governance and repeatable practices, guides strategic accounts, and partners with Sales, Product, Marketing and implementation partners to deliver measurable outcomes. The role also leads pre-sale proof engagements in which Forward Deployed Consultants frame business problems and build working products or customer journeys for late-stage prospects. The Vice President will define the US customer operating model, account coverage and performance standards; create playbooks for onboarding, adoption, executive engagement, risk management, expansion and advocacy; and establish reference architectures for operating alongside US banking cores and CRM platforms. The role will set quality standards for systems integrator-led implementations, align partner capacity and delivery expectations, and ensure implementation scope, outcomes, risks and commitments are documented. It will also turn customer, prospect and partner insights into structured product feedback and work with Product leadership to prioritize improvements. Success is measured through customer retention and expansion, adoption and value realization, executive engagement, customer health and risk resolution, references and advocacy, the effectiveness of pre-sale proofs, time to measurable value, implementation quality, repeatable reference architectures and actionable product insights. The position requires travel within the United States for customer meetings, partner activities and industry events.

Requirements

10+ years of experience in customer success, solutions consulting, professional services or related customer-facing leadership roles.
At least 5 years of experience working with US credit unions, community banks or banks.
Demonstrated record of improving retention, driving expansion and developing reference customers.
Experience leading consultants who build working solutions, prototypes or products during complex enterprise sales cycles.
Experience building or scaling a customer organization, operating model or new market function.
Working knowledge of US banking cores, financial services technology ecosystems and common integration patterns.
Experience delivering customer outcomes through systems integrators and implementation partners.
Strong executive presence and ability to build trusted relationships with business and technology leaders.
Ability to connect customer objectives, technical solutions and commercial outcomes.
Willingness to travel within the United States for customer meetings, partner activities and industry events.

Nice To Haves

Experience with lending, digital account opening, onboarding, decisioning, servicing or financial product operations.
Familiarity with the technology landscape serving US credit unions and community banks.
Experience supporting cloud-based financial technology platforms that operate on top of existing core systems.
Experience building a customer success or solutions function within a venture-backed or high-growth software company.
Relationships across credit union leagues, credit union service organizations, banking associations, technology providers and systems integrators.
Familiarity with financial institution procurement, information security, vendor management and third-party risk requirements.

Responsibilities

Own retention, expansion, adoption and executive relationships across the US customer base.
Establish success plans and a consistent quarterly business review cadence for every customer.
Identify customer risks early and mobilize internal and partner resources to address them.
Build an expansion motion based on demonstrated value, new use cases and customer priorities.
Develop customers into active references and advocates in partnership with Marketing.
Lead Forward Deployed Consultants building working products and customer journeys for prospects during the sales cycle.
Make pre-sale proof a standard stage in qualified late-cycle opportunities.
Ensure pre-sale engagements have a clear business problem, measurable outcomes and agreed scope.
Work with Sales and Product to turn successful proofs into credible implementation plans and ensure transition into implementation and Customer Success.
Lead and develop Customer Success Managers, Forward Deployed Consultants and an Account Manager focused on expansion.
Define the US customer organization's operating model, account coverage, governance and performance standards.
Create repeatable playbooks for onboarding, adoption, executive engagement, risk management, expansion and advocacy.
Define reference architectures for FintechOS operating alongside banking cores and CRM platforms used by US customers.
Set quality standards for systems integrator-led implementations and hold partners accountable.
Coordinate partner capacity and delivery expectations with the Vice President, Go-to-Market, who owns the systems integrator bench.
Establish implementation success measures, ownership and escalation paths.
Ensure customer outcomes, scope, assumptions, risks and commitments are documented before implementation begins.
Turn prospect, customer and implementation partner insights into structured product feedback.
Identify recurring product, integration and delivery requirements across the US market.
Work with Product leadership to prioritize improvements that strengthen customer outcomes and accelerate implementation.
Share customer evidence, use cases and adoption patterns across the US organization.
Travel within the United States for customer meetings, partner activities and industry events.