Job 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 Senior Customer Success Partner is accountable for maximizing the value, adoption, and commercial impact of the Personetics platform across a portfolio of bank customers.

The role goes beyond delivery and support. The Senior Customer Success Partner acts as a trusted advisor to client stakeholders, delivers value across all stages of the client lifecycle (Sales, Delivery, BAU, Renewal) ensuring Personetics is:

• Deeply embedded in the client’s digital strategy
• Actively driving measurable business outcomes
• Positioned for long-term expansion across products and lines of business
• Leveraging the platform as effectively as possible

Responsibilities

Customer Relationship Management

• Own day-to-day and strategic relationships with assigned bank customers
• Serve as the primary post-sale point of accountability for Personetics
• Build trusted relationships with senior customer stakeholders (Digital, Retail, Cards, Wealth, Marketing, Data)
• Facilitate regular executive strategic reviews focused on performance, outcomes and ROI

Customer Engagement & Satisfaction

• Ensure consistent, proactive strategic engagement with customers
• Monitor customer health indicators and address risks early
• Drive high CSAT and NPS scores through value-focused interactions
• Act as the voice of the customer internally within Personetics

Adoption & Value Realization

• Drive adoption of the Personetics platform across channels, use cases, and business lines
• Ensure customers are fully leveraging existing capabilities before expanding scope
• Translate platform usage into measurable business outcomes (engagement, conversion, retention)
• Partner with customers to define and track success metrics aligned to their business goals

Expansion & Commercial Growth

• Identify expansion opportunities within existing customers, including:
• New use cases
• Additional products or modules
• Expansion to new lines of business or regions
• Collaborate with Sales to:
• Position expansion opportunities
• Support renewals and upsell motions
• Build business cases for additional investment
• Use data, outcomes, and success stories to justify expansion
• Focus on GRR and NRR

Product & Roadmap Consulting

• Act as a product advisor, helping customers understand how current and future Personetics capabilities support their strategy
• Guide customers on best practices for needs-based engagement and personalization
• Provide structured feedback to Product and Engineering teams based on customer needs
• Help customers prioritize roadmap items that maximize business value

Cross-Functional Coordination

• Coordinate internally with:
• Product Management
• Engineering
• Professional Services
• Sales
• Support
• Ensure alignment between customer expectations and internal delivery
• Lead internal account planning and strategy sessions

Requirements

• 7–12 years of experience in Customer Success, Account Management, or Consulting
• Experience working with large banks and credit unions or enterprise financial services customers
• Experience driving retention and expansion with financial institutions (GRR and NRR)
• Strong understanding of:
• Digital banking, Personalization, AI, or data-driven platforms
• Enterprise SaaS delivery models
• Ability to work in a dynamic, fast-paced work environment
• Customer-first mindset and experience working with complex, multi-stakeholder bank environments
• Experience working in Fintech, AI, or Data analysis
• Ability to travel up to 50% of time
• University degree or higher required
• Fluent in English
• Singapore based

Nice to have

None

Benefits

None