Customer Relationship Management

• Own day-to-day and strategic relationships with assigned bank customers
• Serve as the primary post-sale point of accountability for Personetics
• Build trusted relationships with senior customer stakeholders (Digital, Retail, Cards, Wealth, Marketing, Data)
• Facilitate regular executive strategic reviews focused on performance, outcomes and ROI

Customer Engagement & Satisfaction

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

Adoption & Value Realization

• Drive adoption of the Personetics platform across channels, use cases, and business lines
• Ensure customers are fully leveraging existing capabilities before expanding scope
• Translate platform usage into measurable business outcomes (engagement, conversion, retention)
• Partner with customers to define and track success metrics aligned to their business goals

Expansion & Commercial Growth

• Identify expansion opportunities within existing customers, including:
• New use cases
• Additional products or modules
• Expansion to new lines of business or regions
• Collaborate with Sales to:
• Position expansion opportunities
• Support renewals and upsell motions
• Build business cases for additional investment
• Use data, outcomes, and success stories to justify expansion
• Focus on GRR and NRR

Product & Roadmap Consulting

• Act as a product advisor, helping customers understand how current and future Personetics capabilities support their strategy
• Guide customers on best practices for needs-based engagement and personalization
• Provide structured feedback to Product and Engineering teams based on customer needs
• Help customers prioritize roadmap items that maximize business value

Cross-Functional Coordination

• Coordinate internally with:
• Product Management
• Engineering
• Professional Services
• Sales
• Support
• Ensure alignment between customer expectations and internal delivery
• Lead internal account planning and strategy sessions

• 7–12 years of experience in Customer Success, Account Management, or Consulting
• Experience working with large banks and credit unions or enterprise financial services customers
• Experience driving retention and expansion with financial institutions (GRR and NRR)
• Strong understanding of:
• Digital banking, Personalization, AI, or data-driven platforms
• Enterprise SaaS delivery models
• Ability to work in a dynamic, fast-paced work environment
• Customer-first mindset and experience working with complex, multi-stakeholder bank environments
• Experience working in Fintech, AI, or Data analysis
• Ability to travel up to 50% of time
• University degree or higher required
• Fluent in English
• Singapore based