[Hiring] Head of Customer Success @Nesco Resource

Role Description

We're working with an established software company in the FinTech space that's looking for an experienced commercial banking professional to lead its Customer Success function, strengthen existing customer relationships, and drive long-term revenue growth. This is an opportunity for someone who understands how banks operate, knows how to build relationships with senior banking executives, and enjoys developing teams and processes that produce measurable business results. The ideal candidate brings hands-on commercial lending experience along with strong commercial instincts and the ability to help financial institutions get more value from their technology investments. This position reports directly to executive leadership and will play a meaningful role in shaping the company's customer engagement strategy.

Responsibilities

• Customer Retention & Revenue Growth
  • Lead efforts to retain existing customers, improve renewal performance, and increase recurring revenue.
  • Develop proactive account renewal strategies that identify potential risks well before contracts expire.
  • Create structured success plans and relationship strategies for important customer accounts.
  • Establish customer health measurements to recognize accounts needing attention and uncover opportunities for growth.
  • Strengthen relationships with senior banking decision-makers to support customer satisfaction and long-term retention.
  • Collaborate with operational and commercial teams to identify additional products or services that benefit existing customers.
• Strategic Account Management
  • Serve as a senior relationship leader for key financial institution customers.
  • Establish trusted partnerships with commercial lending executives, credit administrators, banking operations leaders, and other senior stakeholders.
  • Conduct Executive Business Reviews (EBRs) that highlight customer results, technology adoption, business priorities, and future opportunities.
  • Build detailed account strategies that outline decision-makers, upcoming renewals, business challenges, competitive considerations, and opportunities for expansion.
  • Develop strong customer advocates who are willing to provide references and support long-term partnerships.
• Customer Success Operations
  • Design and improve the processes, structure, and operating standards of the Customer Success organization.
  • Organize customer accounts into appropriate service levels based on their needs, size, and growth potential.
  • Define performance indicators, reporting dashboards, and management routines that create visibility into customer relationships.
  • Introduce consistent approaches to account reviews, customer communication, contract renewals, and relationship planning.
  • Improve forecasting for renewals, account growth, and customer retention.
  • Provide executive leadership with reliable insight into customer performance, risks, and future revenue opportunities.
  • Establish clear procedures for handling customer escalations and coordinating internal responses.
• Customer Onboarding, Adoption & Long-Term Value
  • Partner with software implementation and delivery teams to support successful customer launches.
  • Help customers understand and effectively use the software to improve their banking operations.
  • Develop ways to track platform usage, engagement, business results, and readiness for additional solutions.
  • Coordinate with implementation, technical support, and account management teams to create a consistent customer experience throughout the relationship.
• Customer Feedback & Product Collaboration
  • Maintain an understanding of customer challenges, evolving banking needs, and industry developments.
  • Work closely with Product and Engineering teams to communicate feedback from financial institution customers.
  • Advocate for product improvements that simplify commercial lending processes and improve customer outcomes.
  • Help guide software priorities using insights gathered through customer relationships and market demand.
• Team Leadership & Development
  • Build, mentor, and lead Customer Success and Account Management professionals as the organization grows.
  • Establish measurable expectations and development plans that support individual and team performance.
  • Create scalable processes and team structures that can accommodate additional customers without sacrificing service quality.
  • Encourage strong collaboration and a customer-focused mindset across the business.

Qualifications

• 10+ years of professional experience in commercial banking or lending, including direct experience in positions such as Commercial Lender, Relationship Manager, Credit Officer, Portfolio Manager, Chief Lending Officer, Credit Administrator, or similar commercial banking roles.
• Strong knowledge of the commercial lending lifecycle, including loan origination, underwriting, credit analysis, approval processes, portfolio oversight, covenant monitoring, and servicing.
• Experience establishing relationships with senior financial institution stakeholders, including commercial banking executives, credit leaders, and C-suite decision-makers.
• Proven ability to manage important customer relationships, retain business, and identify opportunities for account growth.
• Demonstrated experience leading teams, implementing performance measurements, and building consistent operating processes.
• Strong understanding of how customer relationships contribute to recurring revenue, profitability, and business growth.
• Excellent communication and relationship management skills, including confidence presenting and advising at the executive level.

Preferred Qualifications

• Experience with a financial technology company, commercial lending software provider, banking technology organization, or consulting firm serving financial institutions.
• Leadership experience in Customer Success, Strategic Account Management, Relationship Management, or Client Services.
• Experience managing customer renewals, revenue retention, expansion opportunities, or subscription-based business relationships.
• Familiarity with Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and Annual Recurring Revenue (ARR).
• Experience developing customer engagement programs, account review processes, renewal forecasts, or customer health scoring.
• Understanding of Software-as-a-Service (SaaS) business models and subscription revenue structures.
• Previous responsibility for strategic executive customer relationships and business review programs.

Benefits

• Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.