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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in customer success and solutions consulting, with a strong focus on retention, expansion, and building executive relationships within the US banking sector. Proven ability to lead teams, develop structured operational models, and drive measurable customer outcomes through effective implementation strategies.
Highest-signal resume keywords
Customer Success LeadershipUS Banking Core KnowledgeRetention Improvement StrategiesExecutive Relationship ManagementImplementation Partner Collaboration
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Success ManagementSolutions ConsultingFinancial Services TechnologySystems IntegrationProduct DevelopmentRisk ManagementBusiness Problem DefinitionImplementation PlanningCustomer Journey MappingMarket Function Scaling
Soft Skills
Executive PresenceRelationship BuildingCross-Functional CollaborationStrategic ThinkingCommunication Skills
Tools & Technologies
CRM PlatformsCloud-Based Financial TechnologyFinancial Product OperationsDigital Account Opening SolutionsOnboarding Systems
Industry Keywords
US Credit UnionsCommunity BanksFinancial Institution ProcurementVendor ManagementThird-Party Risk Requirements
Tech Stack
Tools & technologiesCloud
About the role
Key responsibilities & impact- 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 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 with Marketing
- Lead Forward Deployed Consultants building working products and customer journeys for prospects
- Make pre-sale proof a standard stage in qualified late-cycle opportunities
- Ensure engagements begin with a clear business problem, measurable outcomes and agreed scope
- Work with Sales and Product to turn successful proofs into implementation plans
- Maintain transition from pre-sale validation into implementation and Customer Success
- Lead and develop Customer Success Managers, Forward Deployed Consultants and an Account Manager
- Define the operating model, account coverage, governance and performance standards for the US customer organization
- Create playbooks for onboarding, adoption, executive engagement, risk management, expansion and advocacy
- Define reference architectures for FintechOS alongside US banking cores and CRM platforms
- Set quality standards for systems integrator-led implementations and hold partners accountable
- Align partner capacity with customer demand and delivery expectations
- Establish implementation success measures, ownership and escalation paths
- Document customer outcomes, scope, assumptions, risks and commitments before implementation
- Turn prospect, customer and partner insights into structured product feedback
- Identify recurring product, integration and delivery requirements across the US market
- Work with Product leadership to prioritize improvements
- Share customer evidence, use cases and adoption patterns across the US organization
Requirements
What you’ll need- 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
- 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 ability to build trusted relationships with business and technology leaders
- 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 with lending, digital account opening, onboarding, decisioning, servicing or financial product operations
- Familiarity with technology landscape serving US credit unions and community banks
- Experience supporting cloud-based financial technology platforms operating 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