Customer Success Manager

Personeticsis shaping the Cognitive Banking era, harnessing AI to help banksanticipatecustomer needs,provideactionable insights, and deliver intelligent financial guidance. Our platform continuouslyanalyzesandleveragesreal-time transactional data, enabling banks to proactively support customers in managing their finances and reaching their goals. As industry leaders — yes, we really are leaders — we partner with the world’s top financial institutions, empowering over 150 million customers monthly across 35 global markets from offices in New York, London, Singapore, São Paulo, and Tel Aviv. The Digital Customer Success Partneris accountable for maximizing the value, adoption, and commercial impact ofthePersoneticsplatform across a scaled portfolio of North America accounts. This role is built aroundPersonetics’ AI-first Customer Success model: the DigitalCustomer Success Partner drives adoption, retention, and measurable outcomes primarily through automated, digital-first engagement, includingAI-triggered check-ins, platform usage reports,digital QBRs, webinars, knowledge base resources, and community support. As a trusted advisoroperatingat scale, the Digital Customer SuccessPartner ensuresPersoneticsis: Efficiently and proactively engaged across a broad portfolio of accounts Monitored continuously for usage, health, and risk through automated signals Positioned for adoption growth and renewal, even at scale Supported by a digital-firstCustomer Success model builttoscale efficiently Portfolio & Relationship Management Own day-to-day relationships across ascaledportfolio ofNorth Americaaccounts Serve as the primary point of contact for post-sale success across the portfolio Build efficient, repeatable stakeholder relationships through a digital-first cadence Escalate accounts that need deeper, high-touch attention to thebroader Customer Successteam Client Engagement & Satisfaction Ensure consistent, proactive engagement with customers through the digital-first model 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 withinPersonetics Automated & Digital Engagement Run AI-triggered check-ins, automated health alerts, and platform usage reporting across the portfolio Deliver digital QBRs at scale, using AI-generated briefs and usage data to personalize each account's narrative Combine automated engagement with live sessions at key points in the account lifecycle Continuously refine the digital engagement playbook based on what drives adoption and retention at scale Host webinars,maintainknowledge base content, and support community channels to extend reach and self-service across the portfolio Adoption & Value Realization Drive adoption of thePersoneticsplatform across the portfoliothrough self-built automated nudges and in-product recommendations Monitor usage trends and automated dashboards to flag under-adoption and intervene proactively Translate platform usage intomeasurable business outcomes andclear, digestible value narratives for each account Renewal & Growth at Scale Monitor contract dates, health scores, and expansion signals to trigger renewal and upsell playbooks Build automated workflowsthatidentifyand qualify expansion opportunities(new use cases,additionalproducts, upsell) for Salesto pursue Use platform usage data and success stories to support renewal conversations Focus on GRR and NRR across the portfolio Product & Roadmap Consulting Act as a product advisor, helping clients understand how current and futurePersoneticscapabilities support their strategy Share aggregated client feedback and usage patterns with Product and Engineering to inform the roadmap Design scalable workflows that automatically deliver personalized product updates, roadmap communications, and feature recommendations Cross-Functional Coordination Coordinate with Product, Engineering, Support, and Sales to resolve issues efficiently at scale Partner with the Partnerships team to extend the digital engagement playbook to reseller accounts as that channel grows Provide feedback on which AI-driven workflows and tools are working, to help shape the broaderCustomer SuccessAI strategy 5-7 years of experience in Customer Success, Account Management, or Consulting AI-Native skillset: hands-on experience using AI tools (e.g., Claude) and building AI agents/workflows to automate and scale customer engagement Experience driving retention across a high-volume account portfolio (GRR and NRR) Experience working with digital banking providers, SaaS software providers, or financial institutions Comfortbuilding &managing a large portfolio of accounts through automated, tech-touch engagement (AI-triggered check-ins, usage dashboards, digital QBRs) Strong understanding of: Digital banking, personalization, AI,ordata-driven platforms Enterprise SaaS delivery models Ability to work in a dynamic, fast-paced environment Customer-first mindset, with the ability to balance scale and personalization across many accounts Ability to travel up to20% of time University degree or higher required Fluent in English US Based Advantage: Spanishspeaking Experience supporting partner/reseller channels Comprehensive medical, dental, and vision coverage starting on Day 1 HSA/FSA options 401(k) with company match Commuter benefits A truly global work environment, partnering with teammates and clients around the world Visa sponsorship for this role is currently not available.