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.
Requirements:
- 5 -7 years of experience in Customer Success, Account Management, or Consulting
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AI-Native skillset: hands-on experience using AI tools (e.g., Claude) and building AI agents/workflows to automate and scale customer engagement
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Experience driving retention across a high-volume account portfolio (GRR and NRR)
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Experience working with digital banking providers, SaaS software providers, or financial institutions
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Comfort building & managing a large portfolio of accounts through automated, tech-touch engagement (AI-triggered check-ins, usage dashboards, digital QBRs)
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Strong understanding of:
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Digital banking, personalization, AI, or data-driven platforms
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Enterprise SaaS delivery models
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Ability to work in a dynamic, fast-paced environment
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Customer-first mindset, with the ability to balance scale and personalization across many accounts
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Ability to travel up to 20% of time
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University degree or higher required
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Fluent in English
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US Based
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:
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Efficiently and proactively engaged across a broad portfolio of accounts
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Monitored continuously for usage, health, and risk through automated signals
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Positioned for adoption growth and renewal, even at scale
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Supported by a digital-first Customer Success model built to scale efficiently
Responsibilities:
Portfolio & Relationship Management
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Own day-to-day relationships across a scaled portfolio of North America accounts
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Serve as the primary point of contact for post-sale success across the portfolio
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Build efficient, repeatable stakeholder relationships through a digital-first cadence
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Escalate accounts that need deeper, high-touch attention to the broader Customer Success team
Client Engagement & Satisfaction
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Ensure consistent, proactive engagement with customers through the digital-first model
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Monitor client health indicators and address risks early
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Drive high CSAT and NPS scores through value-focused interactions
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Act as the voice of the client internally within Personetics
Automated & Digital Engagement
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Run AI-triggered check-ins, automated health alerts, and platform usage reporting across the portfolio
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Deliver digital QBRs at scale, using AI-generated briefs and usage data to personalize each account's narrative
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Combine automated engagement with live sessions at key points in the account lifecycle
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Continuously refine the digital engagement playbook based on what drives adoption and retention at scale
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Host webinars, maintain knowledge base content, and support community channels to extend reach and self-service across the portfolio
Adoption & Value Realization
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Drive adoption of the Personetics platform across the portfolio through self-built automated nudges and in-product recommendations
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Monitor usage trends and automated dashboards to flag under-adoption and intervene proactively
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Translate platform usage into measurable business outcomes and clear, digestible value narratives for each account
Renewal & Growth at Scale
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Monitor contract dates, health scores, and expansion signals to trigger renewal and upsell playbooks
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Build automated workflows that identify and qualify expansion opportunities (new use cases, additional products, upsell) for Sales to pursue
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Use platform usage data and success stories to support renewal conversations
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Focus on GRR and NRR across the portfolio
Product & Roadmap Consulting
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Act as a product advisor, helping clients understand how current and future Personetics capabilities support their strategy
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Share aggregated client feedback and usage patterns with Product and Engineering to inform the roadmap
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Design scalable workflows that automatically deliver personalized product updates, roadmap communications, and feature recommendations
Cross-Functional Coordination
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Coordinate with Product, Engineering, Support, and Sales to resolve issues efficiently at scale
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Partner with the Partnerships team to extend the digital engagement playbook to reseller accounts as that channel grows
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Provide feedback on which AI-driven workflows and tools are working, to help shape the broader Customer Success AI strategy
Nice to have:
Advantage:
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Spanish speaking
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Experience supporting partner/reseller channels
Benefits:
- Comprehensive medical, dental, and vision coverage starting on Day 1
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HSA/FSA options
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401(k) with company match
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Commuter benefits
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A truly global work environment, partnering with teammates and clients around the world
Visa sponsorship for this role is currently not available.
