Head of Customer Success

The Company is seeking a Head of Customer Success with a unique and demanding set of responsibilities. This role is pivotal as the company focuses on customer retention, expansion revenue, and long-term value. The successful candidate will not only serve as a trusted advisor to financial institution executives but will also be responsible for owning customer retention, expansion revenue, and strategic account management. This includes developing and executing proactive renewal strategies, creating structured account and customer success plans, and establishing executive engagement strategies. The Head of Customer Success will also be instrumental in building and scaling the customer success operating model, ensuring customer adoption, and acting as the voice of the customer to influence product roadmap decisions. The ideal candidate will have a background in commercial banking and lending, with a deep understanding of commercial lending operations. They should have a proven track record of managing and growing strategic customer relationships, as well as experience in leadership roles that drive accountability through metrics and operational discipline. Strong business acumen, exceptional communication skills, and the ability to connect customer outcomes to revenue growth are essential. While not mandatory, experience in customer success, strategic account management, or related leadership roles, particularly within a fintech or banking technology environment, is highly preferred. The role demands a candidate who is banker-credible, commercially minded, strategic, a process builder, relationship-driven, and collaborative.