Senior Customer Success Partner (APAC)

Customer Relationship Management 

• Own day-to-day and strategic relationships with assigned bank customers 
• Serve as the primary post-sale point of accountability for Personetics 
• Build trusted relationships with senior customer stakeholders (Digital, Retail, Cards, Wealth, Marketing, Data) 
• Facilitate regular executive strategic reviews focused on performance, outcomes and ROI 

Customer Engagement & Satisfaction 

• Ensure consistent, proactive strategic engagement with customers 
• Monitor customer health indicators and address risks early 
• Drive high CSAT and NPS scores through value-focused interactions 
• Act as the voice of the customer internally within Personetics 

Adoption & Value Realization 

• Drive adoption of the Personetics platform across channels, use cases, and business lines 
• Ensure customers are fully leveraging existing capabilities before expanding scope 
• Translate platform usage into measurable business outcomes (engagement, conversion, retention) 
• Partner with customers to define and track success metrics aligned to their business goals 

Expansion & Commercial Growth 

• Identify expansion opportunities within existing customers, including: 
• New use cases 
• Additional products or modules 
• Expansion to new lines of business or regions 
• Collaborate with Sales to: 
• Position expansion opportunities 
• Support renewals and upsell motions 
• Build business cases for additional investment 
• Use data, outcomes, and success stories to justify expansion 
• Focus on GRR and NRR  

Product & Roadmap Consulting 

• Act as a product advisor, helping customers understand how current and future Personetics capabilities support their strategy 
• Guide customers on best practices for needs-based engagement and personalization 
• Provide structured feedback to Product and Engineering teams based on customer needs 
• Help customers prioritize roadmap items that maximize business value 

Cross-Functional Coordination 

• Coordinate internally with: 
• Product Management 
• Engineering 
• Professional Services 
• Sales 
• Support 
• Ensure alignment between customer expectations and internal delivery 
• Lead internal account planning and strategy sessions 

• 7–12 years of experience in Customer Success, Account Management, or Consulting 
• Experience working with large banks and credit unions or enterprise financial services customers 
• Experience driving retention and expansion with financial institutions (GRR and NRR) 
• Strong understanding of: 
• Digital banking, Personalization, AI, or data-driven platforms 
• Enterprise SaaS delivery models 
• Ability to work in a dynamic, fast-paced work environment 
• Customer-first mindset and experience working with complex, multi-stakeholder bank environments 
• Experience working in Fintech, AI, or Data analysis 
• Ability to travel up to 50% of time 
• University degree or higher required 
• Fluent in English 
• Singapore based