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

• High Ceiling: You go beyond the obvious, take initiative, and hold yourself to high standards with care.
• Low Ego: You put the mission above ourselves, share credit freely, and lead with curiosity.
• Alignment to Mission: You believe that helping community financial institutions win against Mega Banks and FinTechs is a worthy endeavor, and will use that belief as a northstar to anchor your efforts to that goal.
• High Commitment: You follow through, roll up your sleeves, and keep the bar high for yourself and others.