Vice President, Customer Success & Solutions

About FintechOS

FintechOS is the AI platform for financial product operations. Credit unions and banks use it to launch and change lending, account-opening and servicing journeys without replacing their core.

The platform sits on top of the core an institution already runs and alongside its CRM, bringing together financial data models, workflows and pre-built integrations. Solutions are delivered with systems integrator partners.

FintechOS is expanding in the US, starting with credit unions and community banks. You will join the founding US leadership team and help build the customer success and solutions model rather than inherit one.

The opportunity

We are looking for a Vice President, Customer Success & Solutions to own the success, growth and advocacy of our US customers.

You will lead Customer Success Managers, Forward Deployed Consultants and account expansion. Your organization will support customers from implementation through adoption, value realization and growth. It will also help prospects experience what FintechOS can do before they buy.

Forward Deployed Consultants work with late-stage prospects to frame a business problem and build a working product or customer journey on FintechOS in days. You will make this solutions-led approach a consistent and effective part of the US sales cycle.

This is a hands-on leadership role. You will build executive relationships, establish customer governance, guide strategic accounts and work across Sales, Product, Marketing and implementation partners to deliver measurable outcomes.

What you will do

Own customer outcomes and growth

• Own retention, expansion, adoption and executive relationships across the US customer base.
• Establish success plans and a consistent quarterly business review cadence for every customer.
• Identify customer risks early and mobilize the right internal and partner resources to address them.
• Build a structured expansion motion based on demonstrated value, new use cases and customer priorities.
• Develop customers into active references and advocates in partnership with Marketing.

Lead solutions and pre-sale proof

• Lead Forward Deployed Consultants who build working products and customer journeys for prospects during the sales cycle.
• Make pre-sale proof a standard stage in qualified late-cycle opportunities.
• Ensure each engagement begins with a clear business problem, measurable outcomes and an agreed scope.
• Work with Sales and Product to turn successful proofs into credible implementation plans.
• Maintain a disciplined transition from pre-sale validation into implementation and Customer Success.

Build a repeatable customer model

• Lead and develop Customer Success Managers, Forward Deployed Consultants and an Account Manager focused on expansion.
• Define the operating model, account coverage, governance and performance standards for the US customer organization.
• Create repeatable playbooks for onboarding, adoption, executive engagement, risk management, expansion and advocacy.
• Define reference architectures for how FintechOS operates alongside the banking cores and CRM platforms used by US customers.

Work across the partner ecosystem

• Set the quality standard for systems integrator-led implementations and hold partners accountable for meeting it.
• Work with the Vice President, Go-to-Market, who owns the systems integrator bench, to align partner capacity with customer demand and delivery expectations.
• Establish clear implementation success measures, ownership and escalation paths.
• Ensure customer outcomes, scope, assumptions, risks and commitments are documented before implementation begins.

Influence the product roadmap

• Turn insights from prospects, customers and implementation partners into structured product feedback.
• Identify recurring product, integration and delivery requirements across the US market.
• Work with Product leadership to prioritize improvements that strengthen customer outcomes and accelerate implementation.
• Share customer evidence, use cases and adoption patterns across the US organization.

What you bring

• 10+ years of experience in customer success, solutions consulting, professional services or related customer-facing leadership roles.
• At least 5 years of experience working with US credit unions, community banks or banks.
• A demonstrated record of improving retention, driving expansion and developing reference customers.
• Experience leading consultants who build working solutions, prototypes or products during complex enterprise sales cycles.
• Experience building or scaling a customer organization, operating model or new market function.
• Working knowledge of US banking cores, financial services technology ecosystems and common integration patterns.
• Experience delivering customer outcomes through systems integrators and implementation partners.
• Strong executive presence and the ability to build trusted relationships with business and technology leaders.
• The ability to connect customer objectives, technical solutions and commercial outcomes.
• Willingness to travel within the United States for customer meetings, partner activities and industry events.

Experience that would set you apart

• Experience with lending, digital account opening, onboarding, decisioning, servicing or financial product operations.
• Familiarity with the technology landscape serving US credit unions and community banks.
• Experience supporting cloud-based financial technology platforms that operate on top of existing core systems.
• Experience building a customer success or solutions function within a venture-backed or high-growth software company.
• Relationships across credit union leagues, credit union service organizations, banking associations, technology providers and systems integrators.
• Familiarity with financial institution procurement, information security, vendor management and third-party risk requirements.

How success will be measured

• Gross and net revenue retention across the US customer base.
• Customer adoption, value realization and expansion.
• Executive engagement and quarterly business review quality.
• Customer health, risk identification and resolution.
• Number and quality of customer references and advocates.
• Effectiveness of pre-sale proofs in progressing qualified opportunities.
• Time from signed agreement to measurable customer value.
• Quality and consistency of systems integrator-led implementations.
• Repeatable reference architectures for the banking cores used by US customers.
• Actionable customer and market insights contributed to the product roadmap.

How you work

• You take personal accountability for customer outcomes and act before risks become escalations.
• You are credible with senior executives and comfortable working through technical and delivery details.
• You distinguish customer activity from measurable adoption and value.
• You bring structure to an evolving environment without creating unnecessary process.
• You communicate directly, set clear expectations and hold internal teams and partners accountable.
• You collaborate without ego and know how to align commercial, product, technical and delivery stakeholders.
• You use customer evidence and measurable outcomes to guide decisions.

Why join FintechOS?

This is an opportunity to help build FintechOS’s US business at a formative stage.

You will define how FintechOS demonstrates value before a sale and delivers it after signature. You will work directly with senior leaders at credit unions and community banks as they launch and change financial products without replacing the core systems they already run.

You will have meaningful influence over the US customer model, pre-sale solutions approach, partner delivery standards, reference architectures and product roadmap. Most importantly, you will build the team and operating model that turn early US customers into long-term partners and advocates.