[Hiring] Director of Customer Success @Narmi

Role Description

The Director of Customer Success is the most senior relationship at each of our largest customer accounts. You own the renewal. You own the growth. You're the person a bank CEO calls when something big is happening, good or bad.

You'll partner with our Product and Engineering teams to turn customer feedback into the next version of Narmi. You'll coach a small team of Associate GMs who handle the day-to-day of your accounts. And you'll carry real commercial accountability for Net Retention, expansion, and customer satisfaction.

This is a hands-on job in a lean company. You'll have real ownership, real autonomy, and real leverage to shape how Narmi shows up for its customers. You'll also answer hard questions from executives who are trusting us with one of their most strategic initiatives.

What You'll Do

• Own a book of enterprise bank and credit union accounts: strategy, relationship, renewal, expansion.
• Become the trusted advisor to C-suite and SVP stakeholders at your customers. CEOs, CFOs, and Chief Digital Officers are your people.
• Drive measurable outcomes for your customers: digital deposit growth, account opening, operational efficiency, and product adoption.
• Lead renewal, extension, and expansion conversations that contribute directly to Narmi's top-line growth. Track what matters: Net Retention Revenue, NPS, feature adoption.
• Coach, mentor, and develop Associate GMs on your pod. Help build the best practices that will scale our team.
• Work closely with Product and Engineering to translate customer feedback into clear, actionable product requirements.
• Use product data to spot risks early, surface growth opportunities, and make the case for what to do next.

Qualifications

• 7+ years of experience owning customer relationships, retention, and revenue outcomes in a high-growth environment (B2B SaaS, fintech, marketplace, or similar).
• A track record of being promoted inside the companies you've worked at. You earn trust and keep getting more of it.
• A history of scaling something from zero. A team, a process, a book of business, or a whole function.
• Experience managing and developing people, including having hard conversations when the situation calls for it.
• Strong cross-functional instincts, especially with Product and Engineering. You know how to turn customer feedback into something a PM can actually build.
• Comfort with both the C-suite strategy conversation and the detailed operational one.
• Strong organizational skills and the ability to hold many priorities at once without dropping any of them.
• Fluency with data. You don't wait for someone to pull a report before you have a point of view.
• Prior experience with financial institutions or regulated industries is helpful but not required. Our best GMs learned the banking context on the job.

What We Value

• High trust. We're honest with each other and assume good intent. That's how we move fast.
• A roll-up-your-sleeves mentality. Nobody here is too senior to do the work.
• Customer obsession. Their wins are our wins. Their problems become our problems, fast.

Compensation

This role’s expected annual base salary is $160,000 - 180,000. Base salary is only part of your total compensation. In addition to base salary, you will receive an equity option grant, and are eligible for performance-based cash, equity bonuses and an annual variable compensation plan. Compensation included in an offer will be commensurate with the candidate’s skills, experience and geographic location. Compensation ranges for candidates located outside of New York City may differ. You will also receive a full benefits package.

Company Description

We believe that high-performing teams include people from different backgrounds and experiences who can challenge each other's assumptions with fresh perspectives. To that end, we actively seek a diverse pool of applicants, including those from historically marginalized groups.

Please note that all correspondence related to this role will come directly from Narmi (email addresses ending in @narmi.com or @narmitech.com), and not a third party. If you receive correspondence from an individual claiming to represent Narmi please let us know immediately at [email protected].

At Narmi, how we work is just as important as what we build. We call this The Narmi Standard:

• High Ceiling: You go beyond the obvious, take initiative, and hold yourself to high standards with care.
• Low Ego: You put the mission above ourselves, share credit freely, and lead with curiosity.
• Alignment to Mission: You believe that helping community financial institutions win against Mega Banks and FinTechs is a worthy endeavor, and will use that belief as a northstar to anchor your efforts to that goal.
• High Commitment: You follow through, roll up your sleeves, and keep the bar high for yourself and others.