Senior Customer Success Partner

Role overview

This opportunity is shared on behalf of a partner employer that oversees the application and hiring process. The role is for a Senior Customer Success Partner located in Canada.

The position is central to delivering strategic value for enterprise banking clients. You will help organizations fully adopt an advanced AI-enabled platform and convert usage into measurable business impact.

Rather than focusing only on post-sale support, this role acts as a long-term advisor across the full client journey. You will work with senior banking leaders to connect platform capabilities with broader digital transformation goals.

A major part of the job is improving adoption, retention, and account growth by linking product performance to clear ROI and outcomes. You will collaborate in a fast-moving, cross-functional setting with teams across product, engineering, and sales.

This role is well suited to someone who enjoys working where strategy, technology, and durable client relationships overlap.

Key accountabilities

• Build and maintain long-term partnerships with important client stakeholders across digital, retail, cards, wealth, and marketing functions.
• Run executive-level business reviews that examine performance, return on investment, adoption trends, and strategic fit.
• Track account health, surface risks early, and keep satisfaction and engagement levels high.
• Expand platform usage across multiple business units and help clients use current features effectively.
• Turn engagement and usage data into measurable outcomes such as conversion improvement, retention gains, and stronger customer engagement.
• Spot and support growth opportunities, including new use cases, modules, and additional business lines.
• Partner closely with Sales on renewals, upsell opportunities, and broader expansion planning.
• Represent the customer internally and coordinate action across product, engineering, services, and support teams.

Candidate profile

• 7 to 12 years of experience in Customer Success, Account Management, Consulting, or a comparable client-facing function.
• Background working with major banks, credit unions, or large financial services organizations.
• History of improving retention, expansion, and revenue performance, with attention to GRR and NRR.
• Solid understanding of digital banking, personalization, AI, data-led platforms, and SaaS delivery.
• Experience in fintech, enterprise SaaS, or analytics/data environments is preferred.
• Ability to manage complex relationships involving multiple stakeholders within large enterprises.
• Strong analytical capability with the ability to convert data into practical recommendations and business value.
• Comfort working in dynamic, evolving environments where priorities can shift quickly.
• Willingness and ability to travel up to 50% of the time.
• A university degree or equivalent higher education is required.
• English fluency is required.

Benefits and compensation

• Competitive pay aligned with senior enterprise SaaS roles.
• Performance-based incentives connected to customer success and expansion results.
• Flexible working options, with hybrid or remote arrangements depending on the role.
• Opportunity to work with major global financial institutions on high-impact initiatives.
• Exposure to advanced AI and data-driven innovation in banking.
• Health and wellness coverage, subject to region and eligibility.
• Career growth prospects in a fast-scaling international environment.

Application and hiring process

The partner company manages applications, interviews, and next steps directly. The hiring process uses AI-supported screening to help shortlist candidates against the role’s core requirements, followed by human review and final decision-making by the employer.

Privacy and data use

By applying, candidates acknowledge that personal data may be processed for recruitment evaluation and shared with the hiring employer on the basis of legitimate interest and pre-contractual measures under applicable data protection laws, including GDPR. Applicants may request access, correction, deletion, or objection rights at any time.

AI tools may also assist with parts of the recruitment workflow, such as application review, resume analysis, and response assessment, but they do not replace human judgment. Final hiring decisions are made by people.