VP of Customer Success
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.
We are looking for a product-obsessed and execution-driven individual to lead our Customer Success practice. You will be the customer-facing face of the entire company. Customers will look up to you as a person who is known for delivering results and also brings reason, empathy and a product-based approach to all Narmi interactions. The majority of interactions with customers will happen after they launch the Narmi Platform, but interactions will also begin post contract signing as well. You will be responsible for growing and tracking key customer success metrics ensuring we are in the highest caliber of enterprise SaaS companies. Further, you will lead the effort to grow the Customer Success team to ensure our customers see no impact to service and attention as Narmi scales. Lastly, our vision is to have a customer success organization that can actually help drive product outcomes, not just be a middle person. Therefore, product knowledge and obsession is critical to this role.
Responsibilities
- Grow and build a product-led Customer Success organization to ensure scalability as Narmi onboards dozens of new customers over the next few years
- Track and be held accountable for all relevant Customer Success metrics such as NRR, NPS, health score, product activation, churn and more
- Deploy a team to project manage key customer deliverables and ensure on time delivery
- Help manage upsell process and procedures
- Develop relationships with C-Suite, EVP and SVP stakeholders at our financial institution customers. Be seen as a product-minded leader.
- Work with product and engineering teams to translate customer feedback into specific product requirements and enhancements
Requirements
- 8+ years working for a B2B enterprise or B2B SaaS-based technology company in customer success, project management or another similar role
- 4+ years of experience managing and building a team
- Passion for product-led customer success - our vision is to have a customer success organization that can actually help drive product outcomes, not just be a middle person
- Comfort presenting to C-Suite stakeholders at large enterprise organizations
- Ability to handle tough situations with confidence, ease and empathy
- Passion to build a world-class customer success organization
- Excellent writing and communication skills
- Outstanding communication skills, organizational skills, attention to detail, and the ability to balance multiple tasks and projects simultaneously, with an eye for prioritization
Benefits & Perks
- An extremely intelligent and capable team that you can learn from and contribute to
- Competitive salary
- Robust health benefits packages including access to a 401k and various medical, dental and vision plans, as well as fitness reimbursement
- Work from anywhere perk, student loan assistance and work from home allowance
- Regular company-wide social events
- Full transparency into company metrics, goals and future initiatives
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.