Description
Personetics is shaping the Cognitive Banking era, harnessing AI to help banks anticipate customer needs, provide actionable insights, and deliver intelligent financial guidance. Our platform continuously analyzes and leverages real-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.
About the position
The Digital Customer Success Partner is accountable for maximizing the value, adoption, and commercial impact of the Personetics platform across a scaled portfolio of North America accounts.
This role is built around Personetics’ AI-first Customer Success model: the Digital Customer Success Partner drives adoption, retention, and measurable outcomes primarily through automated, digital-first engagement, including AI-triggered check-ins, platform usage reports, digital QBRs, webinars, knowledge base resources, and community support. As a trusted advisor operating at scale, the Digital Customer Success Partner ensures Personetics is:
- 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-first Customer Success model built to scale efficiently
Responsibilities
Portfolio & Relationship Management
- Own day-to-day relationships across a scaled portfolio of North America accounts
- 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 the broader Customer Success team
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 within Personetics
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, maintain knowledge base content, and support community channels to extend reach and self-service across the portfolio
Adoption & Value Realization
- Drive adoption of the Personetics platform across the portfolio through self-built automated nudges and in-product recommendations
- Monitor usage trends and automated dashboards to flag under-adoption and intervene proactively
- Translate platform usage into measurable business outcomes and clear, 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 workflows that identify and qualify expansion opportunities (new use cases, additional products, upsell) for Sales to 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 future Personetics capabilities 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 broader Customer Success AI strategy
Requirements
- 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
- Comfort building & 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, or data-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 to 20% of time
- University degree or higher required
- Fluent in English
- US Based
Nice to have
Advantage:
- Spanish speaking
- Experience supporting partner/reseller channels
Benefits
- 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.
