Who We Are:

Narmi transforms America’s financial institutions into digital-first institutions. Over the past three years, we’ve grown 100%+ year-over-year, have built and implemented multiple products and have established one of the highest net revenue retention (i.e. how much revenue increases from your existing customer base) metrics in our industry. This means our customers love us and want to buy more products from us.

Our award-winning digital banking and digital account opening platforms have moved millions of dollars and opened thousands of accounts since inception. In fact, the #1 online bank in the country (Radius Bank), leverages Narmi for their entire digital bank. Another Narmi customer - Berkshire Bank - partnered with Narmi to deliver the best customer onboarding program in the country.

Narmi's Co-Founders previously ran a financial institution as CEO and CTO so understand the challenges and needs of the market first-hand. This gives us a unique competitive advantage and heavily influences our product and engineering efforts.

Customers are the lifeblood of Narmi. They drive us to build more products and features, show us their outsized success with our platform, and are the main reason we come to work everyday. To that extent, we need the best people possible managing these relationships and ensuring all Narmi customers see the maximum amount of success when working with us. 

This individual will be a General Manager over key customers and help manage the entire post-sales and customer success experience for our customers. This person will have comfort interacting with both C-suite stakeholders as well as operational stakeholders. The ideal candidate will bring a product-obsessed mindset to every customer interaction and will ensure our customers stay delighted from the minute they sign to the moment they go live on our platform. 

You will be responsible for managing the implementation of Narmi’s products with the customer and you will lead a dedicated customer pod post the successful launch of the Narmi Platform. You will be passionate about Narmi’s customers experiencing the highest level of success from our platform and will act as a strategic partner to deepen relationships post implementation. You will also be responsible for helping upsell customers naturally. You will coordinate process improvements across product, engineering, implementation and sales. Ultimately, you will be the customer’s champion at Narmi, while leading with Narmi’s core product pillars and value proposition.

Responsibilities

• Lead dedicated customer pods to ensure that the customer is delighted with the implementations process and post go-live experience 
• Develop relationships with C-Suite, EVP, and SVP stakeholders at our financial institution customers
• Be seen as a product-minded leader
• Help manage upsell processes and procedures
• Take a data driven approach to long-term client relationships and account management
• Measure all relevant KPIs such as Net Revenue Retention (NRR), Net Promoter Score (NPS), health score, product activation, churn, and more
• Work with internal partners to translate customer feedback into specific product requirements and enhancements

Requirements

• Outstanding communication skills; with comfort presenting to and influencing C-Suite stakeholders at large enterprise organizations
• Excellent organizational skills, attention to detail, and the ability to balance multiple tasks and projects simultaneously
• Innate ability to prioritize tasks to ensure customers’ objectives are met
• Strong interest in B2B FinTech or prior experience in digital banking/digital account opening
• Experience working with financial institutions in a digital capacity is desirable 
• A proactive, roll-up-your sleeves approach to accomplishing tasks
• An extremely high level of honestly, empathy and integrity
• 7+ years of experience in client management, customer success, or product management

We believe that high-performing teams include people from different backgrounds and experiences who can challenge each other's assumptions with fresh perspectives. To that end, we actively seek a diverse pool of applicants, including those from historically marginalized groups.