Description
We are seeking a high-impact, strategic individual to join us as a Banking AI Advisor (Customer Success). In this role, you will lead the core customer success motion, acting as a trusted partner to guide our clients through the purposeful adoption and expansion of our AI-powered platform.
Responsibilities
- Strategic Motion: Provide strategic direction to clients on how to best drive value, optimize continuous adoption, and scale with our AI platform post-onboarding. You will act as an AI strategist, helping banks map out how digital assistants and automation can safely optimize their operations.
- Value Realization & ROI Reporting: Own the analytical narrative for your accounts. Create comprehensive reports and presentations showcasing KPI improvements (such as cost-to-serve, customer satisfaction, and revenue growth) and tangible business value realized by our customers.
- Retention & Growth Ownership: Drive the long-term health, retention, and net revenue retention (NRR) of your book of business. Lead high-impact Executive Business Reviews (EBRs) with stakeholders at all seniority levels, moving beyond basic activity metrics to prove deep operational ROI.
- Stakeholder Navigation & Change Management: Build deep, consultative relationships across complex client organizations. You will navigate cross-functional structures (including digital, IT, operations, and executive teams) to drive change management and seamless software adoption.
- Product Fluency & Internal Advocacy: Maintain deep proficiency in our platform to effectively translate technical AI capabilities into high-level business objectives. Champion the voice of the customer internally, providing structured product insights and strategic feedback to Product and Sales teams.
- Training & Enablement: Develop and execute comprehensive training initiatives to empower client frontline teams, ensuring they can seamlessly collaborate with an AI workforce as their platform footprint expands.
Requirements
- 4+ years of professional experience in Customer Success, Consulting, Account Management, or a similar strategic client-facing role.
- Proven SaaS Expertise: Demonstrated experience managing complex, high-touch clients and navigating multi-layered business platforms.
- Fintech Experience Preferred: Prior experience working within a Fintech SaaS environment is highly desirable.
- Financial Services Appetite: A strong interest, appetite, or curiosity for working with banks and credit unions to help them modernize their operations and customer experiences.
- Relationship Management Mastery: A track record of driving cross-functional software adoption and building deep alignment with executive stakeholders.
- Data-Driven Communication: Excellent ability to leverage performance data and analytics to build compelling value business cases for executive leadership.
- AI Literacy: High proficiency with modern AI tools (e.g., ChatGPT, Claude, or advanced CRM/sales intelligence tools) and a strong understanding of how AI applies to business workflows.
- Education: Bachelor’s degree required.
- Travel: Must be willing to travel 30% of the time.