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Salary: USD 152,000 - 191,000 / annual
Personetics is an AI-powered platform serving the cognitive banking era, helping financial institutions anticipate customer needs and deliver intelligent financial guidance. The company partners with top global banks, reaching over 150 million customers monthly across 35 markets.
The Digital Customer Success Partner role is accountable for maximizing value, adoption, and commercial impact of the Personetics platform across a scaled portfolio of North American accounts. This position operates within an AI-first Customer Success model, driving adoption and retention primarily through automated, digital-first engagement rather than traditional high-touch account management.
Key responsibilities include:
**Portfolio & Relationship Management**: Own day-to-day relationships across a scaled account portfolio, serving as the primary post-sale contact. Build efficient, repeatable stakeholder relationships through digital-first cadence and escalate high-touch needs to the broader team.
**Client Engagement & Satisfaction**: Ensure proactive engagement through the digital-first model, monitor health indicators, drive CSAT and NPS scores, and act as the internal voice of the customer.
**Automated & Digital Engagement**: Run AI-triggered check-ins, health alerts, and platform usage reporting. Deliver digital QBRs at scale using AI-generated briefs, host webinars, maintain knowledge base content, and support community channels.
**Adoption & Value Realization**: Drive platform adoption through automated nudges and in-product recommendations. Monitor usage trends, flag under-adoption, and translate platform usage into measurable business outcomes.
**Renewal & Growth**: Monitor contract dates and health scores to trigger renewal and upsell playbooks. Build automated workflows identifying expansion opportunities and use platform data to support renewal conversations, focusing on GRR and NRR.
**Product Consulting**: Act as a product advisor helping clients understand current and future capabilities. Share aggregated feedback with Product and Engineering teams and design scalable workflows for personalized product communications.
**Cross-Functional Coordination**: Coordinate with Product, Engineering, Support, and Sales teams. Partner with Partnerships to extend engagement playbooks to reseller accounts and provide feedback on AI-driven workflows.
Required qualifications: 5-7 years in Customer Success, Account Management, or Consulting. AI-native skillset with hands-on experience using tools like Claude and building AI agents/workflows. Proven experience driving retention across high-volume portfolios (GRR/NRR). Background with digital banking, SaaS, or financial institutions. Comfort managing large account portfolios through automated, tech-touch engagement. Strong understanding of digital banking, personalization, AI, data-driven platforms, and enterprise SaaS delivery models. Ability to work in dynamic, fast-paced environments with a customer-first mindset balancing scale and personalization. University degree required. US-based. Fluent in English. Up to 20% travel. Spanish language skills and partner/reseller support experience are nice-to-have.
