Director of Customer Success

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.

What You'll Bring

• 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.