Senior Customer Success Partner

TL;DR

Senior Customer Success Partner (Fintech/AI): Maximizing value, adoption, and commercial impact of the hirify.global platform across a portfolio of bank customers with an accent on trusted-advisor account leadership, measurable outcomes (ROI, CSAT/NPS), and driving GRR/NRR through expansion. Focus on guiding needs-based personalization and adoption across the full client lifecycle while coordinating cross-functionally to align client expectations with delivery and roadmap priorities.

Company

hirify.global uses AI to help banks anticipate customer needs and deliver intelligent financial guidance through a SaaS platform.

What you will do

• Own day-to-day and strategic relationships with assigned bank customers as the primary post-sale accountable partner.
• Drive proactive engagement by monitoring client health indicators and addressing risks early to improve CSAT and NPS.
• Lead adoption and value realization by translating platform usage into measurable business outcomes and success metrics.
• Identify and execute expansion opportunities (new use cases, additional modules, new lines of business/regions) and support renewals/upsell with a focus on GRR and NRR.
• Act as a product advisor by providing structured feedback to Product and Engineering and helping clients prioritize roadmap items for business value.
• Coordinate cross-functionally with Product Management, Engineering, Professional Services, Sales, and Support to align client expectations with delivery.

Requirements

• 7–12 years of experience in Customer Success, Account Management, or Consulting.
• Experience working with large banks/credit unions or enterprise financial services clients.
• Proven experience driving retention and expansion in financial institutions (GRR and NRR).
• Strong understanding of digital banking, personalization, AI, and data-driven platforms, plus enterprise SaaS delivery models.
• Fluent in English.
• Ability to travel up to 50% of the time.

Culture & Benefits

• Account ownership across the full client lifecycle: Sales, Delivery, BAU, and Renewal.
• Trusted-advisor role focused on measurable business outcomes and long-term expansion.
• Cross-functional collaboration with Product, Engineering, Professional Services, Sales, and Support.
• University degree or higher required.