Digital Customer Success Partner (North America)

Description

Personetics is shaping the Cognitive Banking era, harnessing AI to help banks anticipate customer needs, provide actionable insights, and deliver intelligent financial guidance. Our platform continuously analyzes and leverages real-time transactional data, enabling banks to proactively support customers in managing their finances and reaching their goals. 

As industry leaders — yes, we really are leaders — we partner with the world’s top financial institutions, empowering over 150 million customers monthly across 35 global markets from offices in New York, London, Singapore, São Paulo, and Tel Aviv. 

About the position

The Digital Customer Success Partner is accountable for maximizing the value, adoption, and commercial impact of the Personetics platform across a scaled portfolio of North America accounts. 

This role is built around Personetics’ AI-first Customer Success model: the Digital Customer Success Partner drives adoption, retention, and measurable outcomes primarily through automated, digital-first engagement, including AI-triggered check-ins, platform usage reports, digital QBRs, webinars, knowledge base resources, and community support. As a trusted advisor operating at scale, the Digital Customer Success Partner ensures Personetics is: 

• Efficiently and proactively engaged across a broad portfolio of accounts 
• Monitored continuously for usage, health, and risk through automated signals 
• Positioned for adoption growth and renewal, even at scale 
• Supported by a digital-first Customer Success model built to scale efficiently 

Responsibilities

Portfolio & Relationship Management  

• Own day-to-day relationships across a scaled portfolio of North America accounts 
• Serve as the primary point of contact for post-sale success across the portfolio 
• Build efficient, repeatable stakeholder relationships through a digital-first cadence 
• Escalate accounts that need deeper, high-touch attention to the broader Customer Success team 

Client Engagement & Satisfaction 

• Ensure consistent, proactive engagement with customers through the digital-first model 
• Monitor client health indicators and address risks early 
• Drive high CSAT and NPS scores through value-focused interactions 
• Act as the voice of the client internally within Personetics 

Automated & Digital Engagement 

• Run AI-triggered check-ins, automated health alerts, and platform usage reporting across the portfolio 
• Deliver digital QBRs at scale, using AI-generated briefs and usage data to personalize each account's narrative 
• Combine automated engagement with live sessions at key points in the account lifecycle 
• Continuously refine the digital engagement playbook based on what drives adoption and retention at scale 
• Host webinars, maintain knowledge base content, and support community channels to extend reach and self-service across the portfolio 

Adoption & Value Realization 

• Drive adoption of the Personetics platform across the portfolio through self-built automated nudges and in-product recommendations 
• Monitor usage trends and automated dashboards to flag under-adoption and intervene proactively 
• Translate platform usage into measurable business outcomes and clear, digestible value narratives for each account 

Renewal & Growth at Scale 

• Monitor contract dates, health scores, and expansion signals to trigger renewal and upsell playbooks 
• Build automated workflows that identify and qualify expansion opportunities (new use cases, additional products, upsell) for Sales to pursue 
• Use platform usage data and success stories to support renewal conversations 
• Focus on GRR and NRR across the portfolio 

Product & Roadmap Consulting 

• Act as a product advisor, helping clients understand how current and future Personetics capabilities support their strategy 
• Share aggregated client feedback and usage patterns with Product and Engineering to inform the roadmap 
• Design scalable workflows that automatically deliver personalized product updates, roadmap communications, and feature recommendations 

Cross-Functional Coordination 

• Coordinate with Product, Engineering, Support, and Sales to resolve issues efficiently at scale 
• Partner with the Partnerships team to extend the digital engagement playbook to reseller accounts as that channel grows 
• Provide feedback on which AI-driven workflows and tools are working, to help shape the broader Customer Success AI strategy 

Requiremen