[Hiring] Senior Banking Customer Success Manager @Onsetto, Inc

Role Description

The Senior Banking Customer Success Manager owns complex and strategically important relationships with Onsetto bank and financial institution partners. The role is responsible for developing and executing sophisticated customer strategies, driving adoption and value realization, navigating complex stakeholder environments, and proactively managing customer health, risk, and retention.

The Senior Customer Success Manager operates with a high degree of autonomy and judgment, particularly when customer needs are ambiguous, stakes are high, or successful outcomes require coordination and influence across multiple customer and Onsetto stakeholders. The role builds trusted relationships with senior and executive customer stakeholders and contributes to the effectiveness of the broader Customer Success function by identifying patterns across customers, sharing expertise, and helping improve how Onsetto manages customer relationships and outcomes.

Qualifications

• At least 5 years of experience in Customer Success, account management, or a related customer-facing role managing ongoing, contractual B2B customer relationships.
• Experience in banking, fintech, or financial services is required.
• Demonstrated experience independently owning complex or strategically important customer relationships and their associated outcomes.
• Demonstrated experience developing and executing customer or account strategies that drive adoption, value realization, retention, or growth.
• Experience assessing customer health and successfully navigating complex, at-risk, or high-stakes customer situations.
• Experience building and maintaining relationships with multiple levels of customer stakeholders, including senior or executive stakeholders.
• Experience using customer, product, account, and business information to evaluate risks and opportunities and make strategic decisions.
• Strong written and verbal communication skills, including experience leading strategic business reviews and difficult or consequential customer conversations.
• Demonstrated ability to operate independently in ambiguous situations and influence outcomes across teams without relying on formal authority.

Requirements

• Experience managing customer relationships with banks or other financial institutions, particularly in commercial banking or treasury management.
• Experience supporting SaaS or technology products where customer success depends on sustained product adoption and behavior change.
• Experience supporting complex contract renewals, upsells, or account expansion opportunities.
• Experience contributing to Customer Success practices, processes, frameworks, or standards beyond an individual customer portfolio.

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