Head of Customer Success - Commercial Lending
New
J
JobgetherFinancial technology
US; based in the United StatesFull-TimeDirector
Salary225,000 - 250,000 USD per year
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Job Details
- Experience
- At least 10 years of professional experience in commercial banking or commercial lending
- Required Skills
- Customer Success
Requirements
- At least 10 years of professional experience in commercial banking or commercial lending.
- Strong understanding of the commercial lending lifecycle, including loan origination, underwriting, credit analysis, approvals, portfolio management, covenant monitoring, and loan servicing.
- Experience building relationships with senior financial institution stakeholders, including banking executives, credit leaders, and C-suite decision-makers.
- Demonstrated success managing strategic customer relationships, retaining business, and identifying account-growth opportunities.
- Experience leading teams, establishing performance metrics, and implementing consistent operating processes.
- Strong commercial acumen and understanding of how retention and account expansion affect recurring revenue, profitability, and growth.
- Excellent communication, presentation, and relationship management skills, including the ability to advise and influence senior executives.
- Customer Success, Strategic Account Management, Relationship Management, or Client Services experience is preferred.
- Experience in fintech, commercial lending software, banking technology, or consulting for financial institutions is preferred.
- Familiarity with renewals, revenue retention, account expansion, and subscription-based customer relationships is preferred.
- Knowledge of Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and Annual Recurring Revenue (ARR) is an advantage.
- Experience developing customer engagement programs, account reviews, renewal forecasts, and customer health scoring frameworks is preferred.
Responsibilities
- Lead customer retention initiatives, improve renewal performance, and increase recurring revenue across the customer portfolio.
- Develop renewal strategies, identify account risks, and implement plans to protect customer relationships.
- Create customer success plans and strategic account plans for financial institution accounts.
- Establish customer health indicators, KPIs, reporting dashboards, and management routines.
- Build relationships with senior banking executives, commercial lending leaders, credit administrators, and other decision-makers.
- Conduct Executive Business Reviews to discuss outcomes, platform adoption, business priorities, and improvement opportunities.
- Improve renewal and expansion forecasting and provide actionable insights to executive leadership.
- Coordinate internal teams to resolve customer issues and support onboarding and software launches.
- Partner with Product and Engineering to share customer feedback and influence product improvements.
- Build, mentor, and develop Customer Success and Account Management teams.
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