[Hiring] Banking Customer Success Manager @Onsetto, Inc

Role Description

The Banking Customer Success Manager serves as the primary owner of and owns the ongoing relationship with assigned Onsetto bank and financial institution partners. The role is responsible for understanding each customer's goals, developing and executing an appropriate customer strategy, driving adoption and value realization, maintaining strong stakeholder relationships, and proactively managing customer health and retention.

Success in this role requires understanding the customer's business, recognizing what will increase or threaten the value they receive from Onsetto, and taking ownership of moving the relationship toward meaningful outcomes.

Position Responsibilities

• Own Customer Relationships
  • Serve as the primary owner of assigned customer relationships.
  • Develop and maintain a customer strategy based on each customer's goals, stakeholders, priorities, and use of Onsetto.
  • Build productive relationships with key stakeholders and maintain alignment on goals, expectations, and priorities.
  • Represent customer needs and priorities internally and coordinate across teams when customer outcomes require broader organizational support.
• Drive Adoption & Value Realization
  • Establish clear customer goals and measures of success and use them to guide account priorities and engagement.
  • Drive adoption and effective use of Onsetto by identifying opportunities and barriers and developing appropriate plans to address them.
  • Use product usage, customer feedback, and business outcomes to evaluate progress and adjust the customer strategy when needed.
  • Identify opportunities for customers to expand their use of Onsetto and partner with appropriate internal stakeholders to support upsell and expansion opportunities.
• Manage Customer Health & Retention
  • Assess and document customer health using adoption, engagement, stakeholder relationships, customer feedback, business context, and other relevant indicators.
  • Proactively identify and address risks that could affect customer value, confidence, or retention, including developing intervention plans for at-risk customers.
  • Support contract renewals by maintaining visibility into renewal timing, customer health, value realization, risks, and other factors that may affect retention.
• Lead Strategic Customer Engagement
  • Lead recurring customer business reviews using documented customer health, outcomes, adoption, priorities, risks, and opportunities to guide the conversation and align on next steps.
  • Engage customer stakeholders at the appropriate level, including executive stakeholders when needed, to maintain alignment and advance customer goals.
  • Bring meaningful customer insights into Onsetto and ensure relevant feedback informs Customer Success, Product, and broader company decision-making.

Qualifications

• At least 3 years of experience in Customer Success, account management, or a related customer-facing role managing ongoing, contractual B2B customer relationships; 5+ years preferred.
• Must have experience in banking, fintech, or financial services - this is non-negotiable.
• Demonstrated experience driving customer adoption, engagement, retention, or value realization.
• Experience developing and executing customer or account strategies based on customer goals and business needs.
• Experience managing customer health and navigating at-risk or challenging customer situations.
• Experience building relationships with multiple stakeholders within customer organizations.
• Experience using customer, product, or account data to inform priorities and decisions.
• Strong written and verbal communication skills, including experience leading substantive customer conversations and presenting to stakeholders.
• Demonstrated ability to work independently and coordinate effectively across internal teams.

Preferred Experience

• Experience working with complex B2B customers.
• Experience supporting SaaS or technology products where customer success depends on sustained product adoption and behavior change.
• Experience supporting customer renewals, upsells, or account expansion.
• Experience conducting customer business reviews, success planning, or similar strategic account-management activities.
• Familiarity with Customer Success platforms, CRM tools, product-usage data, or other systems used to understand and manage customer health.

Benefits

• Flexible PTO
• Medical, dental, and vision coverage for eligible employees
• Access to HSA plan options
• Parental leave
• A remote-first environment with openness to hybrid collaboration as the company grows
• Opportunities for travel and industry exposure in customer-facing or go-to-market roles
• An environment best suited for people who want to build, improve, and contribute beyond a narrow job description

Who We Are

We believe strong teams are built by people who:

• Take responsibility without waiting to be asked
• Maintain high standards for themselves and their work
• Focus on the priorities that matter most
• Execute consistently
• Track performance and learn from it
• Stay steady under pressure
• Care about producing meaningful results.

Finally

We are building a company for people who want to contribute at a high level, continue improving, and help shape how the organization grows over time. The pace is fast, expectations are real, and strong performance creates meaningful opportunities for growth and increased responsibility.