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AI Customer Success Partner (North America)
Full-time
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 AI 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.
T
his role is built around Personetics’ AI-first Customer Success model
: the AI 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
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
Requirements
5 -7 years of experience in Customer Success, Account Management, or Consulting
AI-native skill set: hands-on experience using AI tools (e.g., Claude) and building AI agents/workflows to automate and scale customer engagement
Experience driving retention across a high-volume account portfolio (GRR and NRR)
Experience working with digital banking providers, SaaS software providers, or financial institutions
Comfort building \& managing a large portfolio of accounts through automated, tech-touch engagement (AI-triggered check-ins, usage dashboards, digital QBRs)
Strong understanding of:
Digital banking, personalization, AI, or data-driven platforms
Enterprise SaaS delivery models
Ability to work in a dynamic, fast-paced environment
Customer-first mindset, with the ability to balance scale and personalization across many accounts
Ability to travel up to 20% of time
University degree or higher required
Fluent in English
US Based
The base salary range for this role at minimum and maximum is shown above. It is not typical for a candidate to be hired close to or at the maximum of the salary range. At Personetics, base pay depends on multiple individualized factors, including experience, qualifications, job-related knowledge \& skills as well as geographic location. Base pay also depends on the relative experience, knowledge and skills to our internal peers in the role.
Advantage
Spanish speaking
Experience supporting partner/reseller channels
Benefits
Comprehensive medical, dental, and vision coverage starting on Day 1
HSA/FSA options
401(k) with company match
Commuter benefits
A truly global work environment, partnering with teammates and clients around the world
